Why "Client Experience" Should be Part of the Guerrilla Consultants Arsenal
Adding experiential elements to consulting engagements helps consultants differentiate their firms and boost client satisfaction.
San Francisco, CA (PRWEB) July 11, 2005 -- Its a common pitfall for consulting firms: focus blindly on the success of the current project, yet ignore the little things that add up to a rich, positive experience for the client.
The July issue of The Guerrilla Consultant (http://www.guerrillaconsulting.com) talks about how too many consultants measure a clients satisfaction postmortem, based on the effectiveness of the transaction. If the project delivers the desired outcome, on time, on budget, and the client pays the bill, the project is deemed a winner. Rarely does the clients experience enter into the satisfaction equation.
But client experience is too important to ignore, according to Michael W. McLaughlin, co-author of Guerrilla Marketing for Consultants. Every consultant/client interaction evokes emotions, whether its a presentation, a meeting or even a voicemail message," says McLaughlin. Consultants can encourage a positive response by adding experiential elements to traditional, transaction-based consulting processes. The resulting emotional reaction will help establish a connection between you and the client that helps build the relationship."
Consultants have dozens of opportunities to impress and delight their clients during all phrases of a project. Its worth figuring out which methods will make your clients feel that you truly understand them and can respond to their needs. As Raytheon CEO Bill Swanson, says in his unpublished manuscript, Swansons Unwritten Rules of Management, You remember 1/3 of what you read, 1/2 of what people tell you, but 100 percent of what you feel."
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