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Dr George Beaton
8 March 2016
Professional standards shape client
service excellence
 Firms and Practitioners
Significance of the assembly
 Professional societies
 Sponsors
 Media partner
 Improved sampling > Highest quality data
New in 2016
 Reporting for the C-suite > Executive relevance
 Wider coverage ...
 Rigour in analysis and interpretation
Still the same
 Insights in reporting
 Representativeness of respondents
 Benef...
What excellence means to clients
Perceivedvalue
Perceived fee level
High cost consciousness +
High performance
Low cost co...
Perceivedvalue
Perceived fee level
High cost consciousness +
High performance
Low cost consciousness + Low
performance
Exc...
The heuristic
role of price
is
confirmedin
clients’
words...
...Confirmed by the more than 80% of clients
who have engaged...
Excellence is built on evidence
How many of us fall for this fallacy?
At what cost?
Thank you
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Client Choice Awards 2016 Dr George Beaton Keynote Address

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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.

Published in: Business
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Client Choice Awards 2016 Dr George Beaton Keynote Address

  1. 1. Dr George Beaton 8 March 2016 Professional standards shape client service excellence
  2. 2.  Firms and Practitioners Significance of the assembly  Professional societies  Sponsors  Media partner
  3. 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. 4.  Rigour in analysis and interpretation Still the same  Insights in reporting  Representativeness of respondents  Benefits of syndication
  5. 5. What excellence means to clients Perceivedvalue Perceived fee level High cost consciousness + High performance Low cost consciousness + Low performance
  6. 6. Perceivedvalue Perceived fee level High cost consciousness + High performance Low cost consciousness + Low performance Excellence means deliver, communicate – and charge commensurately...
  7. 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. 8. Excellence is built on evidence How many of us fall for this fallacy? At what cost?
  9. 9. Thank you

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