The Client Experience

The Client Experience sets out how the behaviors detailed in The Colleague Experience can be applied to client-facing situations, demonstrating a level of consistent service and enhancing our brand reputation with them.
The behaviors are categorized by Crowe’s four values: 'We Care', 'We Share', 'We Invest', and 'We Grow' and tiered by level of sophistication from Basic to Intermediate to Advanced. Each category lists and describes the behaviors expected of every member firm, such as active listening, empathy, knowledge sharing, long-term partnership, and strategic planning. All member firms are required to meet these expectations by the dates agreed.

For each and every behavior we have provided a description of the behavior, and example of a proof point, and outlined the specific benefit of this behavior. See the tables below for the full list.
We Care
Behavior
Active Listening
Empathy
Timely Responsiveness
Proactive Communication
Personalized Service
Resolution Ownership
Anticipatory Support
Description
Listening attentively to clients' needs, concerns, and feedback without interruption.
Demonstrating understanding and empathy towards clients' challenges and emotions.
Responding promptly to client inquiries, requests, and issues, ensuring they feel valued and prioritized.
Initiating regular updates and check-ins to keep clients informed and reassured.
Tailoring solutions and interactions to individual client preferences and circumstances.
Taking ownership of client issues and seeing them through to satisfactory resolution.
Anticipating potential problems or needs and addressing them proactively before they escalate.
Proof point
Rephrasing client's concerns to ensure understanding; summarizing key points discussed during meetings; following up with clarifying questions.
Expressing empathy through active listening and acknowledging client emotions; offering support and reassurance during challenging situations.
Acknowledging receipt of client communications promptly; setting clear expectations for response times and meeting or exceeding them consistently.
Providing regular progress updates even when not requested; anticipating client questions or concerns and addressing them proactively.
Customizing service offerings based on client preferences and industry-specific needs; addressing clients by name and recalling past interactions and preferences.
Following up with clients to ensure that issues are fully resolved and asking for feedback on resolution process; offering compensatory measures when appropriate.
Identifying potential challenges based on past experiences or industry trends and discussing mitigation strategies with clients in advance; offering proactive recommendations for improvement.
Desired outcome
Clients feel heard and understood, leading to tailored solutions that address their unique needs and concerns effectively.
Clients experience a sense of trust and rapport, knowing that their service provider genuinely cares about their well-being and success.
Clients receive prompt assistance and resolution to issues, minimizing disruptions to their operations and demonstrating responsiveness and reliability.
Clients are kept informed and reassured throughout the engagement, reducing uncertainty and anxiety, and fostering a positive relationship.
Clients receive services and recommendations customized to their preferences and circumstances, maximizing relevance and impact.
Clients appreciate the accountability and dedication of the service provider in resolving issues efficiently, enhancing their satisfaction and loyalty.
Clients experience proactive problem-solving and risk mitigation, leading to smoother operations and increased confidence in the service provider's capabilities.
We Share
Behavior
Knowledge Sharing
Collaborative Problem-Solving
Transparent Communication
Feedback Loop
Cross-Functional Coordination
Continuous Learning
Description
Sharing thought leadership, industry insights, best practices, and relevant resources with clients to enhance their understanding and decision-making.
Collaborating internally and with clients to co-create innovative solutions and strategies.
Fostering open and transparent communication with clients, sharing information about processes, progress, and challenges.
Encouraging and welcoming feedback from clients to continuously improve services and relationships.
Coordinating seamlessly across departments or specialties to provide holistic solutions to clients' needs.
Pursuing ongoing learning and development to stay updated on industry trends and emerging technologies, benefiting clients through enhanced expertise.
Proof point
Providing clients with thought leadership articles, research reports, white papers, or case studies relevant to their industry; hosting webinars or workshops on emerging trends or regulatory changes, or as conversation starters for meetings.
Coordinating joint workshops or brainstorming sessions with clients to explore new ideas or address complex challenges; involving clients in the decision-making process and soliciting their input.
Providing clients with regular project status updates and highlighting any potential risks or delays; openly discussing pricing structures and justifying costs when necessary.
Sending out client satisfaction surveys after project completion and incorporating feedback into service delivery improvements; hosting regular feedback sessions to discuss areas for enhancement.
Facilitating cross-functional collaboration through regular team meetings or project management tools; ensuring that all stakeholders are aligned on project objectives and timelines.
Hosting  knowledge-sharing sessions with clients to discuss lessons learned from recent projects.
Desired outcome
Clients gain access to valuable insights and expertise, empowering them to make informed decisions and seize opportunities in their industry.
Clients benefit from diverse perspectives and expertise, resulting in innovative solutions and enhanced outcomes for their business challenges.
Clients feel informed and involved in the process, fostering trust and alignment between the client and service provider.
Clients see their feedback acted upon, leading to continuous improvement and a closer alignment of services with their evolving needs.
Clients receive holistic solutions that address complex challenges comprehensively, minimizing gaps and maximizing efficiency.
Clients benefit from service providers who openly engage on industry trends and best practices, ensuring they receive cutting-edge solutions and advice.
We Invest
Behavior
Long-Term Partnership
Value-Added Assistance
Client Education
Technology Adoption
Resource Allocation
Client Advocacy
Description
Cultivating long-term relationships with clients by investing time and resources in understanding their evolving needs and goals.
Offering complimentary or value-added services beyond the scope of initial engagements to demonstrate commitment and provide additional benefits.
Investing in educating clients about the value and impact of services provided, empowering them to make informed decisions.
Investing in cutting-edge technologies and tools to enhance service delivery efficiency and effectiveness for clients.
Allocating appropriate resources and expertise to client projects, ensuring optimal outcomes and satisfaction.
Acting as advocates for clients' interests within the organization, championing their needs and priorities in decision-making processes.
Proof point
Scheduling and conducting regular check-in meetings with clients to review long-term goals and strategic priorities; proactively offering recommendations for improvement or expansion based on changing market conditions.
Providing clients with access to exclusive networking events or industry conferences; offering free consultations or workshops on topics of interest to the client's business.
Conducting client training sessions or webinars on best practices for utilizing service offerings effectively; providing educational materials or guides on relevant industry topics or regulatory changes.
Implementing client portals or digital platforms for streamlined communication and document sharing; leveraging artificial intelligence or machine learning algorithms to improve data analysis and insights.
Conducting thorough resource planning and capacity forecasting to ensure that projects are adequately staffed and resourced; reallocating resources as needed to address shifting client priorities or deadlines.
Representing the client's perspective in internal discussions or negotiations; advocating for additional resources or budget allocations to support client initiatives or projects.
Desired outcome
Clients enjoy stability and consistency in service delivery, as well as deeper insights and understanding of their business over time.
Clients receive additional benefits beyond the scope of their engagement, enhancing the overall value proposition and strengthening the client-provider relationship.
Clients become more knowledgeable and empowered decision-makers, driving better outcomes and ROI from the services provided.
Clients benefit from improved efficiency, accuracy, and innovation in service delivery, leading to cost savings and competitive advantages.
Clients receive the right level of support and expertise for their projects, ensuring optimal results and minimizing unnecessary costs or delays.
Clients have a trusted ally within the service provider organization, advocating for their interests and ensuring their needs are prioritized and addressed effectively.
We Grow
Behavior
Strategic Planning
Performance Metrics
Continuous Improvement
Innovation and Adaptation
Upskilling
Value Demonstration
Description
Collaborating with clients to develop strategic plans and goals aligned with their business growth objectives.
Defining and tracking key performance indicators (KPIs) to measure progress and success in achieving client goals.
Committing to continuous improvement by evaluating feedback, analyzing performance data, and implementing enhancements.
Embracing innovation and adaptability to anticipate and respond to changing market dynamics and client needs.
Providing opportunities for clients to enhance their skills and capabilities through training, workshops, or knowledge-sharing sessions.
Continuously demonstrating the value delivered to clients through tangible outcomes, ROI analysis, and success stories.
Proof point
Conducting strategic planning workshops with colleagues to define long-term vision and objectives; facilitating scenario analysis and risk assessment to inform strategic decision-making.
Developing customized dashboards or reports to track KPIs and performance metrics in real-time; conducting regular performance reviews with clients to discuss progress and identify areas for improvement.
Implementing a continuous improvement program with defined processes for soliciting and acting on client feedback; conducting regular post-project reviews to identify lessons learned and areas for enhancement.
Establishing an innovation lab or incubator to explore new technologies and service offerings; conducting regular market scans and trend analyses to identify emerging opportunities for clients.
Hosting client training sessions on new technologies or industry trends; providing access to online learning platforms or resources tailored to the client's industry or job role.
Sharing case studies or success stories highlighting the impact of services on client business outcomes; conducting regular ROI analyses to quantify the value delivered to clients.
Desired outcome
Clients achieve clarity and direction in their business growth strategies, leading to more focused and effective decision-making.
Clients can track progress and measure the impact of services on their business goals, facilitating accountability and informed decision-making.
Clients benefit from ongoing enhancements and optimizations in service delivery, resulting in increased efficiency, effectiveness, and value over time.
Clients stay ahead of the curve and remain competitive in their industry by leveraging innovative solutions and adapting to changing market dynamics.
Clients develop their capabilities and expertise, enabling them to become more self-sufficient and agile in responding to future challenges and opportunities.
Clients have tangible evidence of the value delivered by the service provider, reinforcing their confidence and satisfaction in the partnership.
Behavior Levels Key
Basic-level Behaviors
Intermediate-level Behaviors
Advanced-level Behaviors
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TIP: Start with the basics
By starting at the lowest level and working up your firm can ensure everyone is working to the same standards. Once everyone has competency at the same level, consider adding intermediate behaviors to your procedures and processes.