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10 trends in client service expectations

A recent post by Micah Solomon in Forbes on 10 trends in client service expectations (my paraphrasing of his title) caught my eye. When I taught industrial, aka B2B, marketing at Melbourne Business School the doctrine was consumer buying behaviour and B2B buyer behaviour are quite distinct in most respects. That’s still true, but not nearly to the same extent as Beaton’s decade-long research on professional services firms shows. These 10 trends in client service expectations are nearly as true for clients as they are for consumers as Micah Solomon described. And, as Beaton’s research shows, where there are differences they are at the margin. In other words, the B2B clients of professional se

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