Chief Operating Officer
Over the last 18 months Beaton has influenced the way we think and behave within the firm. It has played an important role in setting the framework for our focus on client experience.
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.
But what is CX? Why does CX matter? 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.
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.
Get quantitative CX data to set baselines to measure progress.
Uncover the hows and whys of CX transformation.
Transformation begins at the top with a mandate from your leadership.
Build client-centricity into your firm.
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.
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.
Over the last 18 months Beaton has influenced the way we think and behave within the firm. It has played an important role in setting the framework for our focus on client experience.
I am seeking a powerful independent means of continuing to show partners the way forward for the firm. This research is proving very useful in this and strengthens management’s mandate.
Over the last 18 months Beaton has influenced the way we think and behave within the firm. It has played an important role in setting the framework for our focus on client experience.
I am seeking a powerful independent means of continuing to show partners the way forward for the firm. This research is proving very useful in this and strengthens management’s mandate.
Over the last 18 months Beaton has influenced the way we think and behave within the firm. It has played an important role in setting the framework for our focus on client experience.
I am seeking a powerful independent means of continuing to show partners the way forward for the firm. This research is proving very useful in this and strengthens management’s mandate.