Step Into Your Clients' Shoes Through Client Empathy Mapping

    January 14, 2020
    7:45 AM - 9:30 AM
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    Construction Employers Association (CEA) Training Room
    950 Keynote Circle
    Brooklyn Heights, OH 44131
    Venue website

    Understanding your clients is good business. Deconstructing the client experience and finding systematic ways to address client needs helps you do business better. Encouraging your firm’s stakeholders to think about client needs effectively, identify pain points and opportunities for solutions will help set you apart from the competition and ultimately lead to more business.

    So, where do you start? How do you create buy-in? Where can you find time to generate client personas and empathy maps? This session will walk you through how to create a 5-minute persona, as well as, generate a Client Empathy Map in less than 60-minutes. Step inside your client’s (and other stakeholders’) world and experience what they are feeling. See your client relationships through their eyes and from their perspective. Come ready to participate, as attendees will be given a sample A/E/C persona, divided into groups and guided through the process of finding opportunities to enhance the client experience.

    In a little more than an hour, you will walk away with tangible solutions to address your clients’ needs, both existing and potential, along with a step-by-step guide that will help you navigate creating maps for your clients back at the office.


    1. Learn about client centered decision-making. Attendees will discover how deconstructing their firm’s client experience can lead to tangible solutions that affect their relationship with both existing and potential clients.
    2. Learn how to view your firm’s client experience from the outside, in. Learn how to understand how their clients think, feel, hear, and what they’re saying about their experience during the various stages of a client-firm relationship.
    3. Attendees will be given the tools, support and knowledge to produce 5-Minute Client Personas and Client Empathy Maps within their own firms.


    Amanda D. Roehl, Chief Idea Generator  |  Pixels and Ink Studio LLC

    Creating a solid differentiator, like client experience, doesn’t happen overnight. Through laying significant groundwork, Amanda worked to create buy-in within her former firm’s c-suite and worked with a team to create an award-winning CX program. By using marketing tools, such as client surveys, personas, client journey mapping, and client empathy maps, the team discovered ways to improve client experience (CX), resulting in 90% of the firm’s revenue from repeat clients. The firm discovered that CX wasn’t just a buzz word – it was a differentiator.

    After 20 years in the A/E/C industry and after marketing for 15 years, Amanda started her own marketing consulting firm, Pixels and Ink Studio, where she offers a variety of marketing services.


    $20.00 Member Ticket

    $25.00 Non-Member Ticket