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In 2023, independent academic Dr Richard Speed published a whitepaper examining the purpose of benchmarking and how it helps businesses grow. He investigates whether common criticisms levelled at business benchmarking are valid. In his discussion, he outlines the rationale for customer feedback benchmarking and a framework for evaluating the effectiveness of this type of benchmarking. Dr Speed critiques the annual
In 2022 Beaton conducted a first-of-its-kind study into the client experience (CX) strategies of professional services firms across Asia Pacific. While previous Beaton CX research has demonstrated what clients are looking for in the firms they use, this study investigates how firms are executing their CX agenda. The survey was distributed to professional services practitioners and CX decision makers across the
In 2023, independent academic Dr Richard Speed published a whitepaper examining the purpose of benchmarking and how it helps businesses grow. He investigates whether common criticisms levelled at business benchmarking
In 2022 Beaton conducted a first-of-its-kind study into the client experience (CX) strategies of professional services firms across Asia Pacific. While previous Beaton CX research has demonstrated what clients are looking
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Competing in the experience market is the future of professional services 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 entirety of client interactions with a firm, from start-to-finish and beyond, including the emotions felt during and
Innovation matters. In an age where clients have more choice in the firms they use, budgets are increasingly constrained, and more work is being done in-house, delivering a compelling value proposition is essential to keeping and growing your firm’s business profitability. Many professional service firms acknowledge that innovation is key, but are uncertain when considering where to begin and how
Client centricity is key to growing your firm’s business profitability Reaching new and retaining existing clients is one of the core pressures facing professional service firms as their industries experience disruption and transformation. Tightening budgets mean firms have to target their engagement activities strategically and make evidence-based investment decisions. With more tools than ever to engage their clients, many firms
Competing in the experience market is the future of professional services In a world of growing media interest in and staff expectations of corporate culture, one key stakeholder’s voice has been absent: Clients. While many firms have focused on improving their internal culture to bolster employee experience, there has been little research to understand what effect this has on clients
Competing in the experience market is the future of professional services COVID-19 is having a significant impact globally on the way we live, work, interact, think and feel. This is affecting needs, expectations, behaviour and decision-making for individual clients and organisations. While there has been much research done to see the impact of the pandemic on firms, questions remain about
More than clickbait: The opportunities of social media are real As social media channels consolidate from mass appeal to a core user base, they undergo an evolution from broadcast medium to digital content platforms. Increasingly, clients are turning to these platforms as avenues for finding information of professional interest, the sources of which become candidates for their organisation’s business. In
Competing in the experience market is the future of professional services For many firms, Client Experience (CX) programs have fast emerged as the area of strategic priority. More than quality
Innovation matters. In an age where clients have more choice in the firms they use, budgets are increasingly constrained, and more work is being done in-house, delivering a compelling value
Client centricity is key to growing your firm’s business profitability Reaching new and retaining existing clients is one of the core pressures facing professional service firms as their industries experience
Competing in the experience market is the future of professional services COVID-19 is having a significant impact globally on the way we live, work, interact, think and feel. This is
More than clickbait: The opportunities of social media are real As social media channels consolidate from mass appeal to a core user base, they undergo an evolution from broadcast medium