When your purpose is to not only meet but exceed expectations, client satisfaction must be top of mind. In Garmann Miller’s facility design world, projects often span years and involve intricate collaboration between various stakeholders. A client feedback program serves as a tool to help a project stay aligned and ultimately lead to a successful outcome.

It’s an honor for GM to be recognized for our commitment to Client Experience, having earned the 2024 CX-cellence Award from Client Savvy. Kristi Shaner, CX manager, oversees the program that was launched in 2023. She recently earned CXMP professional certification and works with GM team members on a shared purpose to make the project journey easier, from kickoff to ribbon cutting.

“Having the concept I submitted to become a Client Experience Management Professional chosen for a CX-cellence award is an incredible honor,” Shaner said. “I’m excited to see our program continue to progress as our team works to exceed client expectations.”

Shaner’s submission, “A Case for Client Experience: Implementing a CX Steering Committee,” was recognized as a strategic example of Garmann Miller’s leadership in executing quality client experiences.

GM gathers feedback throughout each project cycle through our Client Experience program. Our results from this communication speak for themselves. In 2023, Garmann Miller earned Platinum in the Excellence in CX Awards from Client Savvy, one of only four firms nationally to achieve this honor. This highest level of client experience recognizes professional design firms that consistently excel at delivering customer service that is highly valued and recommended to others.

Client feedback serves as a guide for improvement, and Garmann Miller continually strives to enhance our services to better meet client expectations.