This amazing architecture firm Neumann Monson has won every imaginable award for CX—and if you met their leadership, you’d understand why. We began working with this remarkable firm in 2018. We set them up to fully embrace client-centricity and they have since delivered.
Approach
We began our work with a comprehensive CX strategy which would inform how to consolidate multiple corporate objectives into one CX directive. We then developed the road map the entire staff could follow to make client-centricity a new, powerful and collaborative approach to work. Once the CX road map was fully embraced, we created a CX Charter that helped everyone in the firm rally around the planned CX management program to gain full buy-in and begin embedding CX into their culture. Then the true, transformative work of CX began.
Ideal Client Profile
Our Solution
The solution was a 3 X 3 matrix driving 1) CX strategy, 2) measurement and 3) governance across a) the new development of client insights, b) aligning teams to CX, and c) setting the context for better client experiences.
The success from Neumann Monson’s CX management program came from the delicate intervention of the following pilot projects:
CX strategy and road map
External research program
CX charter
Ideal client profile development
Client interview program
CX maturity and readiness assessment
CX value driver planning
CX Net Promoter system
Culture preparedness for CX
CX communications planning (internal/external)
CX insights development program
Outcome-oriented client journey mapping
Client onboarding innovation
Client empathy training program
CX data management
CX governance and measurement
CX project prioritization
Client lifetime value calculation (CLV)
CX process and workflow innovation
Staff workflow innovation management (S.W.I.M.)
Employee engagement program
Client interaction mapping
Roles, responsibilities and authority planning
Social Media strategy and planning
Win/Keep/Develop/Shed model for business development
Annual CX program maintenance (CX governance)
The Result
Neumann Monson has won over a dozen awards for their outstanding accomplishments in CX.
Perfect NPS ranking of 100
100% client referenceability
100% fully engaged employees
Increased client win rate (as % of bids)
Improved client onboarding
Decreased cost of recruitment
Increased rate of client insights developed
Increased # of bidding opportunties
Increased # of ideal clients (as % of total)
Total staff buy-in to fully adopt CX as a discipline