9
Dr George Beaton 8 March 2016 Professional standards shape client service excellence

Client Choice Awards 2016 George Beaton keynote address

Embed Size (px)

Citation preview

Page 1: Client Choice Awards 2016 George Beaton keynote address

Dr George Beaton 8 March 2016

Professional standards shape client service excellence

Page 2: Client Choice Awards 2016 George Beaton keynote address

Firms and Practitioners

Significance of the assembly

Professional societies

Sponsors

Media partner

Page 3: Client Choice Awards 2016 George Beaton keynote address

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

Page 4: Client Choice Awards 2016 George Beaton keynote address

Rigour in analysis and interpretation

Still the same

Insights in reporting

Representativeness of respondents

Benefits of syndication

Page 5: Client Choice Awards 2016 George Beaton keynote address

What excellence means to clientsPe

rcei

ved

valu

e

Perceived fee level

High cost consciousness + High performance

Low cost consciousness + Low performance

Page 6: Client Choice Awards 2016 George Beaton keynote address

Perc

eive

d va

lue

Perceived fee level

High cost consciousness + High performance

Low cost consciousness + Low performance

Excellence means deliver, communicate –and charge commensurately...

Page 7: Client Choice Awards 2016 George Beaton keynote address

The heuristic role of price is confirmedin clients’ words...

...Confirmed by the more than 80% of clients who have engaged a more expensive firm

Page 8: Client Choice Awards 2016 George Beaton keynote address

Excellence is built on evidence

How many of us fall for this fallacy?

At what cost?

Page 9: Client Choice Awards 2016 George Beaton keynote address

Thank you