A professional services firm has four client-related levers to pull to maximise its profitability.
This post follows beaton’s successful joint webinar with APSMA on 22 November 2016. During this webinar, Paul Hugh-Jones (Partner, beaton) and George Beaton (Executive Chairman, beaton) discuss trends in client buying behaviour, best practice in client centricity and why becoming more client centric will improve your firm’s financial performance. To watch the full webinar, please click on this link.
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…)
This post examines the difference between relationship and transactional surveys. My purpose is to give those interested in the research underlying Net Promoter Score® (NPS) a better idea of how to think about the types of data that each of these forms of survey captures. In particular, I discuss this in relation to NPS, as a firm's NPS score can be very different depending on whether the survey is about B2B relationship or B2B transactions. (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?