Temp CX

A special beaton report on the clients of leading professional services firms

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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:

Law

Consulting Engineering

Accounting

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.

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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?

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This CX report from beaton answers these questions and more!

Are you keeping up with the client engagement activities of your competitors?

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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

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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

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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

To purchase a report, get in contact with beaton now by pressing the below button or by emailing compass@beatonglobal.com and one of our account managers will be in touch shortly to discuss your needs

Purchase report
 

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