06/17/2026
Three years ago, Gardiner made a commitment to put Client Experience at the center of our culture.
We believed that if we wanted to create exceptional experiences for our clients, we first needed to create an exceptional experience for our people. To support that vision, we established a dedicated Client Experience function and partnered with Frank Favaro and ServeCentric Coaching to help shape a framework centered around recognition, accountability, and the everyday behaviors that reflect who we are and what we stand for.
Since then, we’ve seen the impact firsthand. By investing in our people, recognizing great work, and reinforcing the values that guide us, we’ve built a stronger, more connected team, and our clients have felt the difference.
This case study tells the story of that journey and highlights a lesson that continues to shape how we operate today: great client experiences start on the inside. When people feel valued, supported, and connected to a shared purpose, they’re able to do their best work for each other and for our clients.
We’re proud of how far we’ve come and grateful to everyone who has helped make this part of who we are. Because at the end of the day, culture isn’t separate from client experience, it’s what makes it possible.
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