client choice awards 2016 dr george beaton keynote address

Dr George Beaton 8 March 2016

Professional standards shape client service excellence

Firms and Practitioners

Significance of the assembly

Professional societies

Sponsors

Media partner

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

Rigour in analysis and interpretation

Still the same

Insights in reporting

Representativeness of respondents

Benefits of syndication

What excellence means to clientsPe

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ved

valu

e

Perceived fee level

High cost consciousness + High performance

Low cost consciousness + Low performance

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...

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

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

Excellence is built on evidence

How many of us fall for this fallacy?

At what cost?

Thank you