client choice awards 2016 dr george beaton keynote address
TRANSCRIPT
![Page 1: Client Choice Awards 2016 Dr George Beaton Keynote Address](https://reader034.vdocuments.net/reader034/viewer/2022042907/5883c8ea1a28abb7308b4dc5/html5/thumbnails/1.jpg)
Dr George Beaton 8 March 2016
Professional standards shape client service excellence
![Page 2: Client Choice Awards 2016 Dr George Beaton Keynote Address](https://reader034.vdocuments.net/reader034/viewer/2022042907/5883c8ea1a28abb7308b4dc5/html5/thumbnails/2.jpg)
Firms and Practitioners
Significance of the assembly
Professional societies
Sponsors
Media partner
![Page 3: Client Choice Awards 2016 Dr George Beaton Keynote Address](https://reader034.vdocuments.net/reader034/viewer/2022042907/5883c8ea1a28abb7308b4dc5/html5/thumbnails/3.jpg)
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
![Page 4: Client Choice Awards 2016 Dr George Beaton Keynote Address](https://reader034.vdocuments.net/reader034/viewer/2022042907/5883c8ea1a28abb7308b4dc5/html5/thumbnails/4.jpg)
Rigour in analysis and interpretation
Still the same
Insights in reporting
Representativeness of respondents
Benefits of syndication
![Page 5: Client Choice Awards 2016 Dr George Beaton Keynote Address](https://reader034.vdocuments.net/reader034/viewer/2022042907/5883c8ea1a28abb7308b4dc5/html5/thumbnails/5.jpg)
What excellence means to clientsPe
rcei
ved
valu
e
Perceived fee level
High cost consciousness + High performance
Low cost consciousness + Low performance
![Page 6: Client Choice Awards 2016 Dr George Beaton Keynote Address](https://reader034.vdocuments.net/reader034/viewer/2022042907/5883c8ea1a28abb7308b4dc5/html5/thumbnails/6.jpg)
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...
![Page 7: Client Choice Awards 2016 Dr George Beaton Keynote Address](https://reader034.vdocuments.net/reader034/viewer/2022042907/5883c8ea1a28abb7308b4dc5/html5/thumbnails/7.jpg)
The heuristic role of price is confirmedin clients’ words...
...Confirmed by the more than 80% of clients who have engaged a more expensive firm
![Page 8: Client Choice Awards 2016 Dr George Beaton Keynote Address](https://reader034.vdocuments.net/reader034/viewer/2022042907/5883c8ea1a28abb7308b4dc5/html5/thumbnails/8.jpg)
Excellence is built on evidence
How many of us fall for this fallacy?
At what cost?
![Page 9: Client Choice Awards 2016 Dr George Beaton Keynote Address](https://reader034.vdocuments.net/reader034/viewer/2022042907/5883c8ea1a28abb7308b4dc5/html5/thumbnails/9.jpg)
Thank you