A special beaton report on the clients of leading professional services firms
Based on clients' feedback, these reports contain actionable insights that help guide your marketing, business development and client relationship management investment strategies. These in-depth surveys of clients, conducted in late 2017 and early 2018, are available in the following professions:
Client centricity is key to growing your firm's business profitability
For many firms, Client Experience (CX) programs have fast emerged as the area of strategic priority. More than quality of firms’ work and more than client service standards, CX programs encompass the whole body of client interactions with a firm, from start-to-finish and beyond, including the emotions felt during and between touchpoints.
With little evidence-based guidance, many firms are left guessing on key questions: How should firms break down the client journey? Which emotions drive CX? What are the important interactions? What are the industry benchmarks on touchpoint performance? What is the ROI of CX programs?
This CX report from beaton answers these questions and more!
Are you keeping up with the client engagement activities of your competitors?
Clients care about your culture:
2 in 5 accounting and built environment clients and 1 in 3 law firm clients have chosen not to work with a firm because of its negative culture
More than 1 in 2 accounting and built environment clients cannot recall seeing a documented set of values in their firms, this jumps to almost 2 in 3 for law firm clients
Accounting and built environment clients who report a very positive culture in their firms are 12x more likely to have excellent CX scores, this jumps to 19x for law firm clients
This report explains...
What CX means and how it can be measured
The different phases of the CX Cycle and the profession benchmarks at each phase
How key emotions drive CX sentiment
Which interactions drive those key emotions
The business implications of delivering excellent CX
This report helps you...
Assess and re-think your existing client programs
Use data as the foundation of your firms’ CX program
Directly link CX investment to profitable business objectives
Identify and benchmark your firm on important touchpoints through the CX Cycle
Differentiate from competitors with excellent CX