Every year I ask clients to share candid feedback about their experience working with CAC. Not because I’m fishing for compliments (although hearing kind words is always lovely!), but because I believe good partners stay curious. We listen, we learn, and we look for ways to keep getting better.
This year’s responses left me feeling deeply honored, a little emotional, and incredibly grateful.
First, the headline
In response to the question “How likely are you to recommend CAC to a colleague?” every respondent selected Promoter, giving us a Net Promoter Score of 100!
I don’t take that lightly. Referrals and repeat relationships are the heartbeat of this business, and knowing clients would put their own reputation behind my work means everything.
What clients say we do well
Reading through the comments, a few themes appeared again and again.
Clients value our depth of knowledge and real-world experience. They notice that we understand not only marketing theory, but how libraries actually function, how staff think, and how communities engage.
They appreciate the process—that there is a clear, practical path from ideas to action.
They value the combination of research, preparation, and listening.
And I was especially touched by how many people mentioned encouragement, flexibility, and energy. Those things matter to me because change work is human work. If people don’t feel supported, even the best strategy will stall.
A few of my favorite comments:
“You do your homework! Research + community engagement + inside-library experience = SUCCESS!”
“Cordelia’s presentations are thorough and give attendees a lot of practical information to use.”
“The energy, creativity, vision, and the real-world experience of having truly walked in your customers’ shoes.”
I’m proud of those things because they reflect not just what I do, but how I try to show up.
Where we can improve
Here’s the part I always read most carefully.
When asked what would make our services better, many people generously said they couldn’t think of anything. I appreciate that confidence and trust.
But one respondent offered a practical suggestion: “sending project updates the day before meetings instead of the day of.”
That’s a great note. It’s specific, doable, and helpful. And it’s exactly the kind of refinement that improves the client experience.
So we’ll fix it.
Continuous improvement doesn’t always require dramatic reinvention. Often it’s about small operational shifts that make collaboration smoother and reduce stress for everyone.
What this means to me
I started this firm because I believe libraries and mission-driven organizations deserve smart, practical, respectful support.
To have leaders tell me that the work is useful, that it builds confidence, and that it helps their teams move forward is extraordinarily meaningful.
If you’ve trusted me enough to invite me into your organization, thank you. Truly.
Your partnership makes the work better. Your feedback makes me better.
And I’m always listening.
