George Beaton explains why excellence in serving clients (as defined by the clients themselves) makes good business sense for all types of professional services firms.
Client Choice Awards 2016 Dr George Beaton Keynote Address
1. Dr George Beaton
8 March 2016
Professional standards shape client
service excellence
2. Firms and Practitioners
Significance of the assembly
Professional societies
Sponsors
Media partner
3. Improved sampling > Highest quality data
New in 2016
Reporting for the C-suite > Executive relevance
Wider coverage > Insight-generating benchmarks
Implementation guidance > Improved actionability
Menu-driven access > Tailored solutions
4. Rigour in analysis and interpretation
Still the same
Insights in reporting
Representativeness of respondents
Benefits of syndication
5. What excellence means to clients
Perceivedvalue
Perceived fee level
High cost consciousness +
High performance
Low cost consciousness + Low
performance
6. Perceivedvalue
Perceived fee level
High cost consciousness +
High performance
Low cost consciousness + Low
performance
Excellence means deliver, communicate –
and charge commensurately...
7. The heuristic
role of price
is
confirmedin
clients’
words...
...Confirmed by the more than 80% of clients
who have engaged a more expensive firm
8. Excellence is built on evidence
How many of us fall for this fallacy?
At what cost?