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Bills-Standard on customer experience panel

By May 24, 2021July 30th, 2021Industry, Rochester, NY

LeChase Client Experience Manager Jennifer Bills-Standard recently took part in a panel discussion focused on customer experience (CX) programs. Panelists represented firms in the architecture, engineering and construction (AEC) industry.

Firms employ CX programs like the Customer Care program Bills-Standard manages for LeChase to better understand how clients view the company’s services and teams. Panelists discussed why CX is valuable and shared their experiences on starting a CX program. They also discussed the types of client feedback and how it’s used to strengthen their firms’ offerings.

In addition to Bills-Standard the panel included Anjali MacDonald, client strategy director and principal consultant at TRC Companies, and Kathy Nanowski, vice president and director of marketing and business development at Fuss & O’Neill. Ryan Suydam, chief experience officer of Client Savvy, moderated the event.

The Society for Marketing Professional Services (SMPS) held the panel as part of its Northeast Regional Conference.

screenshot from the customer experience panel