{"id":30050,"date":"2020-07-01T13:14:58","date_gmt":"2020-07-01T17:14:58","guid":{"rendered":"https:\/\/smps.org\/?p=30050"},"modified":"2023-06-20T17:50:58","modified_gmt":"2023-06-20T17:50:58","slug":"crafting-your-firms-client-experience-workshop","status":"publish","type":"post","link":"https:\/\/smps.org\/2020\/07\/01\/crafting-your-firms-client-experience-workshop\/","title":{"rendered":"Crafting Your Firm\u2019s Client Experience Workshop"},"content":{"rendered":"<p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone wp-image-30049 size-full\" src=\"https:\/\/smps.org\/wp-content\/uploads\/2020\/07\/Marketer-ClienteExpWorkshop-1280x570-1.jpg\" alt=\"Crafting Your Firm\u2019s Client Experience Workshop\" width=\"1280\" height=\"570\" \/><\/p>\n<p>Client Experience (CX) is a hot buzzword in A\/E\/C today. In layman\u2019s terms, CX is the experience a client has while working with you\u2014looking beyond the products or services you provide.<\/p>\n<p>Caring about the experience, versus just the technical work, is often a mind shift for many firms. After all, we\u2019re hired to provide a service, whether it\u2019s engineering, architecture, or building. CX asks, \u201cWhat\u2019s it like to work with us? What\u2019s the client experience with the entire project, not just our service?\u201d<\/p>\n<p>When we take a step back and look at how our roles can make the experience better, we elevate our work. We move from being a commodity to a trusted partner.<\/p>\n<p>I had participated in project success planning at a past firm, Lend Lease. Their program was a facilitated discussion that engaged all major stakeholders in an honest dialogue throughout the life of the project to promote engagement. Based on some of these concepts, plus information gleaned from empathy mapping, I crafted a pilot program for my current firm, which we dubbed, \u201cThe Client Experience Workshop.\u201d<\/p>\n<p>This two-part program first collects client data and feedback, then brings it to an employee workshop. Both technical and nontechnical staff look at all the data and brainstorm ways to better deliver client-focused service.<\/p>\n<p>To read more, download our <a href=\"https:\/\/smps.org\/wp-content\/uploads\/2023\/06\/Crafting-Your-Firms-Client-Experience-Workshop_Marketer-June-2020.pdf\" target=\"_blank\" rel=\"attachment noopener wp-att-30048 noreferrer\">full article<\/a>.<\/p>\n<p>&nbsp;<\/p>\n<p><em>Article, written by Janki DePalma, LEED AP, CPSM, first appeared in the June 2020 issue of Marketer. <\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Client Experience (CX) is a hot buzzword in A\/E\/C today. In layman\u2019s terms, CX is the experience a client has while working with you\u2014looking beyond the products or services you provide. Caring about the experience, versus just the technical work, is often a mind shift for many firms. After all, we\u2019re hired to provide a [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":43118,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[35],"tags":[399,400,401,402,403,404,405,406,407,408],"class_list":["post-30050","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketer","tag-client-data","tag-client-experience","tag-client-feedback","tag-employee-workshop","tag-engagement","tag-janki-depalma","tag-partner","tag-project-success-planning","tag-stakeholders","tag-trusted"],"_links":{"self":[{"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/posts\/30050","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/comments?post=30050"}],"version-history":[{"count":2,"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/posts\/30050\/revisions"}],"predecessor-version":[{"id":43121,"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/posts\/30050\/revisions\/43121"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/media\/43118"}],"wp:attachment":[{"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/media?parent=30050"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/categories?post=30050"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/tags?post=30050"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}