Drivers of B2B purchase decisions - the head or the heart?

In 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.

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Greg Tilse
Supporting innovation in professional services

Innovation 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:

  1. Shared vision - Make sure everyone knows where the organization is heading

  2. Autonomy - Allow employees to define their own work as much as possible

  3. Intrinsic motivation - Hire naturally curious people who like to learn

  4. Risk-taking - Enable employees to feel psychologically safe to take risks and try new ideas

  5. Connection & collaboration - Make it easy for employees to find partners and work together.

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Greg Tilse
Melbourne-based KHQ Lawyers successfully implement the Net Promoter System

KHQ 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.

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Greg Tilse
Why use the Net Promoter System in professional services?

"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. 

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Greg Tilse
Measuring trust in professional services

A 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?

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Greg Tilse
Clancy and Triado taking client satisfaction seriously

Already 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.

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Greg Tilse