Turning Feedback into Action: Practical Steps to Elevate Client Experience and Drive Results

For A/E/C firms dedicated to client-centricity and enhancing the client experience, a structured client feedback program is essential. Collecting client feedback goes beyond merely gathering opinions—it reflects a commitment to continuous improvement, showing clients that their voices truly matter. Research reveals that 1 in 4 clients have an unresolved complaint, while nearly 1 in 10 clients may already be considering switching providers. Without a proactive approach to gathering and acting on client feedback, firms risk missing crucial opportunities to strengthen relationships, build trust, and address underlying issues before they escalate.

This webinar explores why prioritizing client feedback is essential and provides actionable steps to create a feedback program that goes beyond typical “satisfaction” surveys. Attendees will learn how to uncover hidden concerns, understand genuine client sentiment, and proactively identify clients who may be at risk. By implementing a robust client feedback system, firms can take deliberate steps to strengthen relationships, elevate the client experience, and drive measurable business outcomes. Through practical insights and proven best practices, this session will guide you in building a feedback program that transforms client insights into actionable improvements. Whether you’re starting from scratch or seeking to enhance your existing approach, you’ll leave with a clear roadmap to creating a feedback-driven firm that not only retains clients but also lays the foundation for sustainable growth.

Key Outcomes:

1. Understand the Importance of Client Feedback: Discover why a client feedback program is essential for building trust, improving client experience (CX), and supporting business growth.
2. Establish a Foundation for Feedback: Learn key steps for launching an effective feedback program, including initial planning, resource allocation, and setting objectives aligned with business goals.
3. Collect and Curate Actionable Insights: Master various methods to gather meaningful client feedback—from surveys and interviews to panels—designed to generate insights that directly inform business decisions.
4. Close the Feedback Loop: Learn best practices for creating an ongoing feedback loop that demonstrates to clients that their input is valued, fostering loyalty and encouraging repeat business.
5. Link Feedback to Business Impact: Explore ways to connect feedback to measurable outcomes, such as increased revenue and improved client satisfaction, showing the tangible business value of a feedback-driven approach.

SMPS webinars are approved for 1.5 continuing education units for the Certified Professional Services Marketer (CPSM) program and 1.5 learning units from the American Institute of Architects. Recordings of SMPS webinars are approved for 1.5 CPSM CEUs.

Per-Site Registration Fee*  

SMPS Member Site Registration: $199

Nonmember Site Registration: $259  

*Remember: webinars are open to your whole staff. Your team can participate from one location in your office for one fee. Register today and benefit from affordable, convenient, actionable learning and earn valuable CPSM CEUs and AIA LUs!