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Research. Reveal. Rescue

Why 80% of clients choose more expensive firms

May 23rd, 2016 |

When we present our beatonbenchmarks™ reports, the section about why clients appoint a more expensive firm often gets the most attention, challenge and interest.

Of course, this doesn’t mean that 80% of clients always choose a more expensive firm, but it does mean that they are open to selecting firms based on demonstrated value rather than price. (more…)

Posted in Beaton Benchmarks, Highlight, Professional Services, Strategy | No Comments »

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beaton’s research arm has an exciting new position

May 16th, 2016 |

beaton's research arm has an exciting new position for a Research Consultant based in our Melbourne office. (more…)

Posted in Analytics, Highlight, Professional Services | No Comments »

Why overall client service consistency matters so much

May 2nd, 2016 |

The way clients experience overall client service is a function of a professional firm's culture. This post explains why overall client service consistency matters to the sustainability and profitability of firms. (more…)

Posted in Beaton Benchmarks, Highlight, Professional Services | No Comments »

Ways to deliver fair value

April 22nd, 2016 |

This post explores ways to deliver fair value to both their clients and professional services firms. It shows why one of the key elements of beatonbenchmarks research is an analysis of what clients consider to be fair value for professional services in any given market. (more…)

Posted in Beaton Benchmarks, Highlight, Professional Services | No Comments »

The NPS is no panacea for understanding client loyalty, but…

April 22nd, 2016 |

In thinking about NPS, I usually focus on two things:

  1. Its distinctive formula of: NPS = Promoters – Detractors, and
  2. The originators' claim that the Recommend question is the key, indeed only, question needed to assess client loyalty and satisfaction.

These raise three questions for me. (more…)

Posted in Analytics, Beaton Benchmarks, Highlight, Professional Services | No Comments »

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