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Client Satisfaction Is Not Enough

In this week’s podcast we’re thrilled to be speaking with Jim Asplund about the connection between client and team engagement and why you can’t achieve one without the other.

Jim Asplund is Chief Scientist of Gallup’s Strengths-Based Development and Performance Impact Consulting practices. He is also coauthor of Human Sigma: Managing the Employee-Customer Encounter.  That book, which we highly recommend, serves as a guide for leaders and managers who want to dramatically increase productivity, retain high-value customers and enhance organizational performance.

In our conversation, Jim talks about why satisfaction isn't enough and how we need to be thinking beyond rational satisfaction and toward emotional connection. Specifically, he talks about the impossibility of understanding client engagement without looking at the employee/client interaction. Through this lens, you'll gain new perspectives into what it takes to stand out and truly differentiate your business.

Related: What a Client Advisory Board Can ... and Cannot Do