Lavender

Eucalyptus

Lavender

Eucalyptus

Lavender

Eucalyptus

Lavender

Eucalyptus

Client strategy is about delivering value through a continuously improving client experience, and that client experience is a critical but often overlooked component of an organization's ability to deliver on its promises. Learn how to use the client experience as a foundation for developing new services, improving existing ones, engaging more effectively with clients, and improving outcomes.

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Putting the Customer First: Southwest Airlines Case Study

December 30, 2022

Prior to the losses reported in 2021, Southwest Airlines enjoyed a long history of success and had consistently ranked highly in customer satisfaction surveys. However, no company is perfect and the winter storms of 2022 have shown that to be the case for the airline. Many are conducting real-time analysis on the primary cause of […]

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How would you describe your program’s client experience? Is it positive or negative? What improvements can you implement to improve their overall experience? If you want to increase the chances of success for your clients and your services/program, then you should focus on providing a great client experience. Nonprofit organizations must understand what drives customer […]

6 Ways to Improve Your Client’s Experience

December 19, 2022

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10 Questions to Ask Yourself When Building a Client Journey Map

December 6, 2022

What kind of questions should you ask yourself when building your client journey map? The client journey map (CJM), or client experience path (CEP), is a visual representation of a client’s path through your nonprofit program, i.e., recruitment, engagement, enrollment, onboarding, service delivery, and close out. It helps programs better understand their clients and identify […]

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