CX is the new buzzword and board room priority. And rightly so, as professional services firms strive to execute client-centric strategies to meet buyers’ increasing expectations and demands for transparency. All this, while working to be competitive in the face of rampant buyer power being exercised with a growing choice of firms and experts. It is commonly accepted that excellent CX supports growth, and poor CX the opposite. What is less well understood is this: Clients wil
For over 15 years beaton has run the Client Choice Awards, the only cross-profession and client-judged awards in the world. The Awards celebrate excellent client service in Australia and New Zealand and re-affirm professional services firms' commitment to continuous improvement and client feedback. We started these Awards to reward client-centric firms and collect feedback that inform firms' brands and CX-enhancing strategies. We expected the Awards would cause a small buzz.
Here’s the latest evidence that gathering and using client feedback regularly is a very g$$d idea in professional services. Last month US-based Hinge, a professional services researcher, published compelling empirical evidence of the relationship between gathering and use of client feedback, growth of a firm and its profitability. Hinge investigated relationship amongst client feedback, growth and profitability in professional services firms. Feedback was defined as systema