The main reason clients switch professional service firms - according to accountants recently surveyed by the NAB - is "I didn't have a personal relationship and wanted one." The only thing is, this doesn't at all match the views of businesses.
Read MoreThe NAB's inaugural Australian Accounting Industry Study has identified that only one in five Australian businesses say their accounting firm frequently sought feedback from them on the work they did.
Read MoreIn Bain and Co's recent work on analysing the drivers of purchase decisions in B2B transactions, it's perhaps not surprising that emotional factors, not just rational factors, figured highly. Bain and Co analysed three decades of qualitative and quantitative data in relation to purchasers decisions and identified 40 fundamental “elements of value” under five categories: table stakes, functional, ease of doing business, individual, and inspirational.
Read MoreInnovation doesn't just happen. Management needs to create the right environment. According to Google there are five attributes that contribute to the development and use of new ideas:
Shared vision - Make sure everyone knows where the organization is heading
Autonomy - Allow employees to define their own work as much as possible
Intrinsic motivation - Hire naturally curious people who like to learn
Risk-taking - Enable employees to feel psychologically safe to take risks and try new ideas
Connection & collaboration - Make it easy for employees to find partners and work together.
The Notifiable Data Breaches scheme is now active.
Read MoreKHQ Lawyers has taken its passion for excellence one step further with the successful implementation of the Net Promoter System.
Long used by highly customer focused companies like Apple and Amazon, the team at Melbourne based KHQ Lawyers have demonstrated their commitment to delivering outstanding client service by successfully implementing client satisfaction and loyalty measurement with independent client experience firm Klient Kulture, a professional services specialist.
Read MoreThe recent results of the Association of Corporate Counsel (ACC) survey of corporate law firm clients makes for interesting reading. One surprising fact is the high rate of clients leaving law firms.
Read MoreWhy follow up with detractors? Saving relationships and improving client service
Read More"The net promoter system is a system for listening to, learning from and acting on client feedback." Fred Reichheld, Bain & Company. In professional services receiving client feedback is typically the exception, not the norm. More often than not, if you make a mistake you hear about it, but for the countless times you do your job well, you hear very little.
Read MoreThe Melbourne and Geelong-based Wisewould Mahony Family Law Team have demonstrated their commitment to delivering outstanding client service by successfully implementing a ‘client satisfaction measurement’ with independent client experience firm, Klient Kulture.
Read MoreLeading financial advisory firm Hamilton Wealth Management have taken the next step in ensuring they are doing everything possible to meet the individual needs of their clients
Read MoreJust what has immersing your hand in cold water for 60 seconds got to do with sending your clients a bill? Well, it seems, more than any of us might have thought. In recent years the field of behavioural science has learnt a lot about how we make decisions. It turns out, we are less in control of our decision making than we like to believe.
Read MoreA recent academic study from the University of Sydney has broken down the elusive trust factor into seven key components. Although the study was focused on the Financial Advisory Industry it has implications for professional services industries more broadly. Can trust be measured?
Read MoreAlready a Doyle’s Guide Leading Law Firm in Victoria, Clancy and Triado have taken the next step in ensuring they are doing everything possible to meet the individual needs of their clients by successfully implementing client satisfaction measurement with independent client survey firm Klient Kulture.
Read MoreProfessionals rightly put a lot of of focus on acquiring knowledge. The need to stay current is a constant pressure – new rules, laws and cases. It never stops. Combine the requirement to stay current with the relentless rush of practice and sometimes it's easy to forget the client point of view.
Read MoreThe Australian Information Commissioner has today released draft resources on the Notifiable Data Breaches (NDB) scheme. These obligations will commence from 22 February 2018.
Read MoreHave you ever tried to find a clear pathway but ended up drowning in data that seem to make everything more murky instead of less? Before you dive into data collection, try a bit of question reflection to make sure you understand what sorts of data will, and won’t, be useful.
Read MoreIs your Privacy Management Framework compliant with the Australian Privacy Principles? This week is Privacy Week and a great time to make sure you are compliant. Here is a snapshot of the key principles and a link to a new training module launched by the Privacy Commissioner.
Read MoreWhat really motivates people - the emerging evidence increasingly shows - is not compensation (or at least not just compensation), but autonomy, mastery and purpose. For professional services firms this can mean providing greater access to clients. Empowering managers
Read MoreWe are excited to announce that we are a partner in this year’s Privacy Awareness Week (PAW) — the largest campaign in the Asia Pacific that raises awareness on privacy issues and how personal information can be better protected.
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