Transforming client reputation for global engineering firm

Building momentum

To enhance client satisfaction and drive growth, a leading global architecture, engineering, and construction firm launched a strategic initiative to refine its client experience program. Recognizing the critical importance of understanding and responding to client needs, the firm sought to strengthen relationships, ensure long-term success, and maintain a competitive edge. 

Our engagement

We worked closely with the firm to develop a comprehensive client experience strategy. This initiative focused on gathering actionable insights, standardizing processes, and implementing a structured approach to improve client satisfaction. Key deliverables included:

• Establishing a governance model and taking part in a global steering group to oversee the program’s design and implementation.
• Conducting in-depth client interviews and satisfaction surveys to gather valuable feedback and identify areas for improvement.
• Designing standardized processes and templates to integrate client insights into project delivery and account management, for consistent high-quality engagement.
• Implementing a robust measurement and reporting system to track client satisfaction and engagement, providing insights for continuous improvement.
• Creating a structured onboarding experience for client-facing teams, including mentoring and access to a wide range of professional development opportunities.

Key outcomes

Since launching the client experience program, the firm has significantly strengthened its relationships with key clients, enhancing its reputation as a trusted advisor. This initiative has driven higher client satisfaction scores, increased retention, and business growth.

Over 100 team members are now adopting the enhanced approach for local projects and the program leader noted that, thanks to our partnership, the program exceeded all expectations. Internal feedback was overwhelmingly positive, and clients themselves acknowledged the differentiated experience.

This strategic approach has set a new benchmark for client engagement, reinforcing the firm’s leadership in delivering exceptional value and building long-term client relationships.