George Beaton explains why excellence in serving clients (as defined by the clients themselves) makes good business sense for all types of professional services firms.

1. Dr George Beaton
8 March 2016
Professional standards shape client
service excellence

2.  Firms and Practitioners
Significance of the assembly
 Professional societies
 Sponsors
 Media partner

3.  Improved sampling > Highest quality data
New in 2016
 Reporting for the C-suite > Executive relevance
 Wider coverage > Insight-generating benchmarks
 Implementation guidance > Improved actionability
 Menu-driven access > Tailored solutions

4.  Rigour in analysis and interpretation
Still the same
 Insights in reporting
 Representativeness of respondents
 Benefits of syndication

5. What excellence means to clients
Perceivedvalue
Perceived fee level
High cost consciousness +
High performance
Low cost consciousness + Low
performance

6. Perceivedvalue
Perceived fee level
High cost consciousness +
High performance
Low cost consciousness + Low
performance
Excellence means deliver, communicate –
and charge commensurately...

7. The heuristic
role of price
is
confirmedin
clients’
words...
...Confirmed by the more than 80% of clients
who have engaged a more expensive firm

8. Excellence is built on evidence
How many of us fall for this fallacy?
At what cost?

9. Thank you