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Enhancing our clients’ experience


Enhancing our clients’ experience


If you were a taxi driver, what might you do to increase your tips?

How about:

  1. Providing phone charging cables to the back seat
  2. Asking the passengers what music (if any) they would like to listen to
  3. Learning a bit of local history and offering to, e.g., tell passengers what movie scenes were filmed on which block, or where famous murders took place, or which apartment buildings have empty condos owned by Russian oligarchs

Those ideas (which might or might not work – haven’t tested them) have nothing to do with the basic function of a taxi: to get you from point A to point B.

But they do affect the client experience.

Starting with Episode 128 of Unleashed, published yesterday, I’m doing a six-part podcast miniseries on ways to enhance the client experience, based on a framework developed by David A. Fields that we used at the Top Tier events in 2018. Several dozen Umbrex members contributed ideas during the workshop.

Episode 128 introduced the series, and Episodes 129-133 (today through Sunday) provide some suggested ideas on how to improve the client experience across these five phases of a project: 

  1. The proposal phase
  2. Onboarding / kickoff phase
  3. Project execution
  4. Wrap-up
  5. Post-project