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O P I N I O N
A t Olsson, we work purposefully to keep clients with us for the long haul. Our firm- wide commitment to putting the needs of clients first consistently turns new customers into long-term partners, a fact borne out by our repeat-business rate of 94 percent. Clients appreciate the opportunity to sit down, free from distraction, and candidly discuss what is going well and where there is room for improvement. Driving success through feedback
Stacy Clouse
Many variables factor into our success at building solid client relationships. The list includes timely deliverables, quality projects, the expertise of our employees, and our ability to truly understand the needs of the customer. Client feedback is vital to that last factor. Olsson long ago broke the mold of the everyday survey to focus on the deeper qualitative feedback a one-on-one discussion can provide. We call it our Client Experience program. For more than 20 years, Olsson has focused at least one employee specifically on client experience. Today, we employ three full-timers who listen to, understand, and bring the voice of our clients to our technical staff. Over those years, we have seen how our client experience process helps set up our projects for success. We typically engage with clients throughout the
life of a project. Mid-project check-ins make sure the expectations set forth at the beginning still make sense or whether they need adjustment. Have opinions changed? Has the process gone differently than anticipated? Are we delivering on the promise we made when the partnership began? Ultimately, we want to know what ways the client’s experience with Olsson can improve. By the same token, we also want to know in what ways we have excelled so we can further emulate high performance and duplicate successful outcomes. Frankly, clients are blown away by the process. “I like that you’re taking this time talking with
See STACY CLOUSE, page 4
THE ZWEIG LETTER OCTOBER 26, 2020, ISSUE 1365
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