Why AEC Firms Keep Getting Client Experience Wrong and How to Fix It

Why AEC Firms Keep Getting Client Experience Wrong and How to Fix It

In this episode of "Spill the Ink," Steven Gallo sits down with Jerry Gennaria, president and CEO of TOKY, a full-service branding and design consultancy, to unpack why most AEC firms treat client experience and culture as separate problems — and what that disconnect is actually costing them.

They dig into how to make the business case for investing in both employee and client experience, what it looks like to start measuring something that feels intangible, and why culture will override process every single time.

Here's a Glimpse of What You'll Learn

• Why client experience and employee experience are rarely connected in AEC firms — and why that's a problem

• How to make the data-driven business case for investing in culture and client experience

• Where to start if your firm has never tackled this before, and how to establish a measurable baseline

• How to trace feedback patterns back to root causes — and why a toddler's favorite question is the key

• About TOKY and its "branding from within" philosophy

About Our Featured Guest

Author of the upcoming book, Branding from Within, and host of The Intangible Brand podcast, Jerry Gennaria leverages 30 years of experience in strategy and communications to help professional service firms more effectively tell their story, build a stronger business, and reach their full potential.

Jerry leads TOKY, a branding and strategy firm, serving organizations in the Built Environment (AEC). His pragmatic approach delivers actionable insights and frameworks to help marketers and business leaders move past the tropes to build a stronger brand experience.

Resources Mentioned in This Episode

• Check out TOKY.com

• Follow TOKY on LinkedIn, Facebook and Instagram

• Connect with Jerry Gennaria on LinkedIn

• Say hello to Michelle Calcote King on LinkedIn

Sponsor For This Episode

This episode is brought to you by Reputation Ink.

Founded by Michelle Calcote King, Reputation Ink is a marketing and public relations agency that serves B2B professional services firms of all shapes and sizes across the United States, including corporate law firms and architecture, engineering and construction (AEC) firms.

Reputation Ink understands how sophisticated corporate buyers find and select professional services firms. For more than a decade, they have helped firms grow through thought leadership-fueled strategies, including public relations, content marketing, video marketing, social media, podcasting, marketing strategy services, creative services and more.

To learn more, visit www.rep-ink.com or email them at [e-mail] today.