What is CX and why CX matters?
Client experience or CX has been a major buzzword in professional services in recent years. And for good reason.
Your clients are at the core of everything you do. They are your reason for being, so naturally all firms want their experience to be good.
Our research tells us that CX is more than just technical expertise and service standards. It is a holistic understanding of what it is like for clients to work with you, through all points across (and after!) the client journey and through all levels of your firm from senior executives to your accounts team.
Moving on CX requires transformation for it to be effective.
Get the building blocks of successful CX
Ask a firm if they are focused on client experience and they will tell you they are. But how authentic or effective is their approach.
In Beaton’s The State of CX in Professional Services Firms, Beaton expores how successful professional services firms are approaching CX and where there are areas for improvement.
Complete the form to download your copy and get an insie look into client experience strategies of successful professional services firms.
The State of CX Report
Download a first-of-its-kind study by Beaton. In our state of CX Report we look into the client experience (CX) strategies of professional services firms across Asia Pacific.
Did you know...
1
%
of clients with high CX say they are likely to use that firm for other services
1
%
of clients report they have selected a firm because it has a client-centric culture
1
%
of clients say the firms they use are not easy to do business with
The Five Os of the Client Experience Cycle
Where the term ‘customer journey’ is used widely in business-to-customer sectors, our research has found this is not an appropriate way to think about client relationships.
This is because a ‘journey’ implies a discrete beginning and end – for example, a customer browsing a shop or website and then making a purchase at checkout. The business-to-business market, particularly the professional services sector, is built on relationships that are nurtured and grown over time.
This applies both to the relationship between the firm and client organisation and to the relationships between the individuals within them. These relationships persist between single engagements or projects. A great deal of discretionary effort is invested in maintaining and building relationships in between work.
To account for this, Beaton models CX the different phases of the client relationship before, during and after individual engagements, projects or matters as a ‘CX Cycle’. Each phase has different needs and requires different actions.
Our CX services include:
CX surveys
Get quantitative CX data to set baselines to measure progress.
CX Audit
Audit your existing CX strategy to identify areas to refresh and then roadmap your best practice implementation.
CX strategy planning
Transformation begins at the top with a mandate from your leadership.
Ongoing CX monitoring
Keep your finger on the pulse. track your cx performance and benchmark against competing firms.
How do we approach client experience transformation?
We think about CX across four layers in professional services firms: your service delivery, your processes and technologies, your people, and your leadership and culture.
As we collaborate with you to find the best transformational opportunities for your firm, we help you build a client-centric culture that consistently delivers across the entire client journey. Once built into the business, it becomes the way that you operate, always focusing on your services, people, culture, and processes from a CX point of view.
Who do we do it for?
CX transformation is something that happens as a result of methodically assessing and improving the client journey. With extensive experience working in the legal, IP specialist, accounting, management consulting, built and environmental consulting industries, we can easily identify solutions for executives and decision-makers wanting to begin their CX journey.
Why trust us with your CX transformation?
Our team has over 150 years’ experience working in or with professional services. We know intimately what it is like to work in firms like yours and the nuances of change management. Let us support your CX transformation.
Excellent CX is one of the greatest drivers for repeat purchase and strong referrals. By improving your CX, a knock-on effect occurs that helps you retain more clients, improve their experience of working with you, and increase their willingness to recommend your firm and help you grow.
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