Experienced professionals know that there is no single best service approach for each and every client. Of course clients bring their unique personalities to the client-professional relationship.
Read MoreIf the Banking Royal Commission has shown us anything it's the importance of culture in influencing behaviour. As we all know, as organisations grow, more and more decisions affecting clients and customers need to be delegated away from a central base of leaders. Those decisions, of course, need to get the balance right
Read MoreLong used by highly customer focused companies like Apple and Amazon, the team at HLB Mann Judd Sydney have demonstrated their commitment to delivering outstanding client service by successfully implementing client satisfaction and loyalty measurement with Client Culture.
Read MoreWe are very pleased to recognise some outstanding recent achievements of our client firms and individuals, including – in accounting; HLB Mann Judd – in the law; Monica Blizzard and Kristina Antoniades of KHQ Lawyers and in financial advisory; Will Hamilton and Paul Nicol.
Read MoreThe Net Promoter System is a management philosophy that commits to earning the passionate loyalty of both clients and employees. Employees, of course, are critical to the success of all organisations, but in professional services this is doubly true, because in this industry your people are your product.
Read MoreThe 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.
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.
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