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.
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.
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.
"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.
The 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.