Better complaint handling is a big opportunity for every professional services firm. So Beaton is very pleased to re-publish ‘Loyalty moments and online dispute resolution – a lesson about complaints?', the first post from Professor Richard Moorhead on our Research. Reveal. blog. (more…)
There's no excuse for the professional services lament: "Why haven’t we done something about our pricing sooner?" Delegates from all over Australia and New Zealand left the recent Validatum–Beaton pricing conference resolved to ensure smarter pricing by their firms would be good for their clients and good for their firms. Read why. (more…)
Question: the terms ‘personal brands’, ‘product differentiation’, and ‘brand purpose’ are most likely to be heard:
(a) at a client meeting with a marketing consultant; or
(b) in a strategy committee meeting at a law or an accounting firm?
The savvy reader will have spotted the trick question.
In March each year since 2005 the Client Choice Awards have celebrated truly outstanding professional service firms, and now for the first time are also celebrating outstanding professional practitioners.
In this post Keith Dugdale, one of Australia's leading consultants on how teams and organisations improve the trust they have with their clients, captures the insights of three of the outstanding professional practitioners who won 2015 Client Choice Awards. They share their views on what it takes to be voted by clients as the best of the best. (more…)
One of my professors once flippantly remarked that in legal practice, the most amusement associates can have is giving juniors the task of checking inconsequential minutiae in a contract – and asking for it to be returned before they went home yesterday.
At once cruel and amusing, this is also a basic form of outsourcing: sending minor or mundane work to less experienced staff who operate at lower cost. (more…)