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If ever there was a time for consultants, it’s now

A few weeks ago, we shared our latest data-driven insights into the ROI opportunities for Consulting Engineering / Built Environment firms in investing in Client eXperience (CX) programs. We outlined that the report “provides unequivocally clear evidence that increasing Excellent CX and avoiding Poor CX supports profitable growth. Today’s evidence-driven insight reinforces why it is so important to keep in meaningful contact between projects. Yes, wait for it. The greatest area for improvement for consulting engineering and built environment firms is the 'Ongoing relationship' phase of the client journey. In my career as a CMO, I cannot count the number of times I heard savvy client-focused

Law firms neglect the C-suite at their peril

Law firms neglect the C-suite at their peril continues a series of posts based on data in recent beaton evidence-based reports on ROI opportunities for professional services firms investing in Client eXperience (CX) programs. One of the many insights in these reports for all professions is evidence that 'increasing excellent CX and avoiding poor CX unequivocally support profitable growth'. This post asks what it takes for a law firm to ensure every senior manager in their client feels first-class CX? If you're not au fait with the concept of CX, please check out reference (1) below. This chart summarises an important finding for law firms: Once a matter progresses beyond the Onboarding and s

Client Experience in Consulting Engineering: A major opportunity, especially now

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 are now available for Accounting, Built Environment and Consulting Engineering (‘CE’) and Legal services. We said that the report “provides unequivocally clear evidence that increasing Excellent CX and avoiding Poor CX supports profitable growth.” We would now add that the findings of this research have become even more relevant since the advent of Covid-19 – how are you preparing to still be there when clients can start projects again

When it comes to buying legal services, this proverb is true

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 firms? We are asking – and seeking to answer – this question as the COVID-19 health and economic crisis grips the world. Some background First, a technical word for readers who are curious about our statistical methods. Since beatonbenchmarks research started in 2003 we've largely used the same set of independent variables in our measurement model. Our work shows these attributes explain more than 85% of the outcomes we measure

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