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  1. In 2012, just about the time people started putting the word digital and the word experience together, Michael Hinshaw, then CEO of San Francisco-based McorpCX – now its president, described digital experience as the following. “Digital experience, isn’t an IT-driven initiative; it’s a customer-needs driven initiative," he wrote in an opinion piece for Adobe owned CMO. He also added that there is a huge difference between simply using technology and actually using it to improve customer experiences that address the customer needs.
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  2. Successful mid-size service firms, those with $3 million to $30 million in revenue and 15 to 150 staff, often grow by way of referrals. These referrals come from clients, partners, networks and associations. While referrals still work and have always worked, are they the best way or the only way to grow a mid-size service firm? Do CPA, law, technology consulting, management consulting, financial service and AEC firms have to rely on referrals as the primary source of new clients? Is this all there is today? I think not.

    Digital disruption is real. Over the last 10 years or so, there has been an explosion of digital devices, tools, apps, communication networks and social media properties. This is creating an ecosystem of prospective clients who could be a great fit for your firm. But can all of this new technology really help you acquire new clients?
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