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...

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...

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...

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 i...

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 be...

August 14, 2019

In today’s Q&A on Research.Reveal. George Beaton talks with Michael McGlynn, Head of Marketing & Communications for Tonkin + Taylor, a leading New Zealand-based built environment & consulting engineering professional services firm Finalist in the 2019 TVNZ NZ Marketing...

August 8, 2018

In the US, the Am Law 20 (20 largest firms by revenue) are being outperformed by Am Law 21-200 firms on several key service metrics, including responsiveness, efficiency, quality of work, and solutions focus*.  

We decided to look at our beatonbenchmarks data to see how...

July 31, 2018

Today's 5 reasons your firm can't OD on client feedback heralds the last few weeks left to grab the biggest opportunity ever for professional services firms of all sizes in Australia and New Zealand. 

Make sure your firm enters and get the best possible feedback f...

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...

February 6, 2018

beaton has just published the Finalists in the 2018 Client Choice Awards. The winners will be announced at the Awards dinner in Melbourne on 14th March.

People often ask us how firms win, and what differentiates winning firms … if you are interested please read on.

How f...

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