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Two weeks ago, beaton shared our latest data-driven insights into the ROI opportunities for professional services firms investing in Client eXperience (CX) programs.  

This data was sourced from our latest beatoncompass CX in Professional Services reports. These ar...

April 3, 2020

Those with good French pronunciation say Plus ca change plus c'est la meme chose. Those like me say The more things change, the more they stay the same.

It's timely to ask whether this proverb is true for the factors that drive decision-making by clients of larger law f...

March 30, 2020

When clients are prepared to pay more shares one of the many important findings in the beatonbenchmarks20 reports. These reports cover the larger firms in the accounting, built environment and consulting engineering and law professions in Australia and New Zealand.

From...

March 16, 2020

Better complaint handling is a big opportunity for every professional services firm. So beaton is very pleased to refresh A client complaint handling lesson for every professional services firm. With his permission, the contents is based on Loyalty moments and online d...

Grow your firm by helping clients to switch to you may sound like a simple statement of obvious advice. It’s not because, as the research amongst clients of professional services firms summarised in this post shows, you need to know how to do this to maximise the proba...

We are excited about beaton’s new CX report for two reasons. First, the report provides unequivocally clear evidence that increasing Excellent CX and avoiding Poor CX supports profitable growth. Second, the findings are full of major and unexpected insights for the way...

March 15, 2020

beaton regrets to announce that we have cancelled the gala dinner for the Client Choice Awards on 19th March and postponed the Clients and Firms conference on 20th March 2020.

This decision was made at 5pm on Wednesday 26th February i...

This post draws attention to the symbolism captured in name and logo changes of Consult Australia and ACE – New Zealand. Behind these changes is the story of the transformation of built and natural environment consultants in Australia and New Zealand.

  

The Associa...

February 22, 2020

This year there are many fresh faces amongst the Client Choice Awards Finalists – and just as many firms and practitioners returning.


Since writing this post, in light of the widening coronavirus challenge the Client Choice Awards dinner has been changed into a series...

February 7, 2020

All signs point to the way professional services are delivered reaching peak-transformation during the mid-2020s. The convergence of digitalisation, collaborative approaches, big data, new business models, disintermediation and globalisation are amongst the mega trends...

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