This post follows beaton’s successful joint webinar with APSMA on 22 November 2016. During this webinar, Paul Hugh-Jones (Partner,...

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...

This post examines the difference between relationship and transactional surveys. My purpose is to give those interested in the research...

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...

The way clients experience overall client service is a function of a professional firm's culture. This post explains why overall client...

In thinking about NPS, I usually focus on two things: Its distinctive formula of: NPS = Promoters – Detractors, and The originators'...

This post explores ways to deliver fair value to both their clients and professional services firms. It shows why one of the key elements...

The three things that create value for clients jumped out at me during the excellent 2015 APSMA conference 'Reframe the future' in Sydney...

If you look around law and other professional service firms, it is clear that after a period of decline, the Managing Partner, Clients...

Helping clients cross-buy is one sure way to grow organically in a stagnant market. Yet so few firms recognise the opportunity. The chart...