The latest on Beaton Research & Consulting’s world-class benchmarks
In professional and personal life, feedback is like oxygen. Without enough oxygen, our bodies can’t function effectively. So too with feedback. Without feedback, the value we deliver to clients is sub-optimal. Like oxygen and our bodies, feedback is the essence of professional life. Feedback provides professional satisfaction and the means to improve and grow. (more…)
My post asks "Are you moving your NPS dial?" because beaton wants to encourage all firms to work on doing the same! This is the first time beaton has published the extent to which some firms are improving their NPS. (more…)
Which firms have the highest relationship NPS of all? is a finding based on the mining of beaton's datasets gathered in our large scale surveys of the clients of professional services firms in Australia and New Zealand. Which firms score highest? What's this mean? And why do I refer to 'relationship' NPS in the title?
Some firms do. Some don't. In which category did this managing principal's firm fall? We asked ourselves this question this week when we received an email from the managing principal of a prominent firm: "We've decided to enter the Client Choice Awards for the first time, and we're hoping to at least be a finalist on the big night....". (more…)
The Strategy Playbook for professional services firms is a new service from beaton. Strategy Playbook has been researched and written for the c-suite of professional services firms as a fresh, evidence-based guide to formulation and execution of strategy. (more…)
This blog was prompted by a question and comment from a client, who asked “Given we provided a database of 6,320 contacts, and you received completed questionnaires from 180 respondents rating our firm, is that enough? The sample seems small compared to the size of the database.”
If I rephrase our client’s words, what they are asking are two questions:  How do we judge what an adequate sample size is? and  what role the size of the population we are sampling from has in deciding whether our sample is adequate or not? (more…)
One of the big trends we have seen across the professions over recent years has been firms changing their ‘go to market strategy’ from an internal product focus (expertise/ service line/ practice group) to a client-centric view of the world (industry sector/ market). (more…)
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…)
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…)