August 24, 2020

LEAP, the world’s largest provider of cloud-based practice management software for law firms joined the 2021 Client Awards this month. The innovative arrangement means all LEAP's Australian clients are eligible for free entry into the Awards and reports on their client...

June 9, 2020

'Feedback is good for an architect's business' paraphrases a headline in the august Journal of the Royal Institute of British Architects.

The architectural profession depends heavily on repeat clients and recommendations; in some firms >90% of annual income is from...

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 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...

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...

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...

March 16, 2019

In its March 3–9, 2005, issue BRW published and celebrated the Winners of the inaugural Client Choice Awards, researched and adjudicated by our consultancy, then known as Beaton Consulting.    

This year we celebrate the 15th anniversary of the world's first a...

August 21, 2018

While writing How much brand premium does your firm command? I was reminiscing about Margaret and my last visit to Chicago. Allow me two minutes to explain; I hope you'll be pleased with the time you invest.  

What comes to mind w...

July 6, 2018

While increasing numbers of service providers outside the professions rigorously gather, analyse and learn from customer feedback, it's still a rarity in professional services.

This post on awards for professional services firms in which clients are the only arbite...

June 12, 2018

Building on our earlier post on why cost consciousness is valued by clients, in the interview George re-states the 'incontrovertible evidence' that cost consciousness plays a greater role than price in how clients perceive the value they receive from their law fir...

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