{"id":34552,"date":"2021-10-25T11:51:00","date_gmt":"2021-10-25T15:51:00","guid":{"rendered":"https:\/\/smps.org\/?p=34552"},"modified":"2023-06-16T09:50:52","modified_gmt":"2023-06-16T09:50:52","slug":"how-to-use-behavioral-science-to-improve-the-client-experience","status":"publish","type":"post","link":"https:\/\/smps.org\/2021\/10\/25\/how-to-use-behavioral-science-to-improve-the-client-experience\/","title":{"rendered":"How To Use Behavioral Science To Improve the Client Experience"},"content":{"rendered":"<p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone wp-image-34541 size-full\" src=\"https:\/\/smps.org\/wp-content\/uploads\/2021\/10\/SMP362-Marketer-BehavioralScience-1280x570-1.webp\" alt=\"How To Use Behavioral Science To Improve the Client Experience\" width=\"1280\" height=\"570\" \/><\/p>\n<p>Renowned business trainer Kate Zabriskie said, \u201cThe customer\u2019s perception is your reality.\u201d This is what many A\/E\/C firms lose sight of\u2014client perception. Experiences aren\u2019t shaped through individual interactions, but the cumulative view of them.<\/p>\n<p>No matter how excellent you believe you are, or your company is, at service delivery, future success as an organization depends on how good you are in the mind of your clients. Or as John Mackey, CEO of Whole Foods, put it, \u201cFor us, our most important stakeholder is not our stockholders, but our customers. We\u2019re in business to serve their needs and desires.\u201d<\/p>\n<p>The key to crafting an unmatched experience is by exceeding your clients\u2019 expectations. But how do you determine those expectations? We know all clients are seeking expertise and performance from any A\/E\/C firm, but what do they want beyond that? How do we create a client experience that differentiates, surprises, and delights?<\/p>\n<p>&nbsp;<\/p>\n<p>To read more, download the <a href=\"https:\/\/smps.org\/wp-content\/uploads\/2023\/06\/How-To-Use-Behavioral-Science-To-Improve-the-Client-Experience_Marketer-October-2021.pdf\" target=\"_blank\" rel=\"attachment noopener wp-att-34547\">full article<\/a>.<\/p>\n<p>&nbsp;<\/p>\n<p><em>Article, written by Andrea Belk Olson, first appeared in the October 2021 issue of Marketer.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Renowned business trainer Kate Zabriskie said, \u201cThe customer\u2019s perception is your reality.\u201d This is what many A\/E\/C firms lose sight of\u2014client perception. Experiences aren\u2019t shaped through individual interactions, but the cumulative view of them. No matter how excellent you believe you are, or your company is, at service delivery, future success as an organization depends [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":41447,"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":[731,86,87,400,34,732],"class_list":["post-34552","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketer","tag-andrea-belk-olson","tag-business-development","tag-client-development","tag-client-experience","tag-marketer","tag-october-2021-marketer"],"_links":{"self":[{"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/posts\/34552","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=34552"}],"version-history":[{"count":0,"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/posts\/34552\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/media\/41447"}],"wp:attachment":[{"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/media?parent=34552"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/categories?post=34552"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/tags?post=34552"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}