Client centricity: How to execute and measure ROI
This post follows beaton’s successful joint webinar with APSMA on 22 November 2016. During this webinar, Paul Hugh-Jones (Partner,...
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George Beaton
Nov 17, 2016
Are you moving your NPS dial?
My post asks "Are you moving your NPS dial?" because beaton wants to encourage all firms to work on doing the same! This is the first...
Grant Hollings
Oct 27, 2016
Transactional versus relationship NPS surveys: Why the difference matters
This post examines the difference between relationship and transactional surveys. My purpose is to give those interested in the research...
George Beaton
Sep 23, 2016
Mirror on the wall which firms have the highest relationship NPS of all?
Which firms have the highest relationship NPS of all? is a finding based on the mining of beaton's datasets gathered in our large scale...
George Beaton
May 2, 2016
Why overall client service consistency matters so much
The way clients experience overall client service is a function of a professional firm's culture. This post explains why overall client...
Grant Hollings
Apr 22, 2016
The NPS is no panacea for understanding client loyalty, but...
In thinking about NPS, I usually focus on two things: Its distinctive formula of: NPS = Promoters – Detractors, and The originators'...
David Goener
Apr 22, 2016
Ways to deliver fair value
This post explores ways to deliver fair value to both their clients and professional services firms. It shows why one of the key elements...
Paul Hugh Jones
Oct 26, 2015
The three things that create value for clients
The three things that create value for clients jumped out at me during the excellent 2015 APSMA conference 'Reframe the future' in Sydney...
Paul Hugh Jones
May 30, 2015
Why every firm needs a Managing Partner, Clients
If you look around law and other professional service firms, it is clear that after a period of decline, the Managing Partner, Clients...
George Beaton
May 25, 2015
One sure way to grow organically in a stagnant market
Helping clients cross-buy is one sure way to grow organically in a stagnant market. Yet so few firms recognise the opportunity. The chart...
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