Client experience is more than good service. In this episode of the PSM Show, Damion Morris and Deirdre Booth talk with Tim Amos, CPSM and Head of Growth at Client Savvy, about how AEC firms can design and manage client experiences that create measurable business results.

Tim shares his journey from in-house marketing to leading CX strategy and explains why repeat business does not always equal loyalty. He introduces practical ways to measure client sentiment, including Net Promoter Score and share of spend, and describes how firms can use feedback to inform go/no-go decisions, increase profitability, and strengthen retention.

For marketers, this conversation shows how CX can open the door to leadership. Small wins such as mapping the proposal process or implementing a client feedback program can build momentum and demonstrate the connection between marketing strategy and firm performance.

The discussion also highlights findings from the SMPS Foundation’s research on CX in the AEC industry. Listeners will gain a clear view of how intentional client experience shapes reputation, growth, and long-term success.