Jonathan Winchester Chief Executive

Can Firms still get away with delivering Poor Service? Is it the Number One issue being discussed at Board Level? Internet – Word of Mouth Choices are far greater Clients don’t have time Amazon – 33 seconds to order a PC and the next day it was on my desk - expectation

6.7% of the UK’s adult population say they’ve used a lawyer for some reason Source: Google Consumer Survey September 2016 Duncan Watts

And how do you think they rated their customer experience?

How Would You Rate Your Overall Customer Experience? Source: Google Consumer Survey September 2016 Duncan Watts

So what made it so good?

Duncan Watts Source: Google Consumer Survey September 2016

Then we asked 500 people to think back to the best customer experience they’d had in the last year or so…. ….and who do you think won it? (by nearly 2x nearest competitor)

Duncan Watts Source: Google Consumer Survey September 2016

Annual Mystery Shopping Project 85 firms volunteered +400 “one to one” service experiences Conducted over an 8 week period

Key Ingredients to Winning Speed of Response Clarity of Response Level of Personalisation and Care Ability to Develop the Business

Personal and Caring?

Business Development Focused?

People Processes Measure What can you do about it? People Processes Measure

Caring?

Speed?

People Processes Measure What can you do about it? People Processes Measure

Staggering Fact

Caring?

Speed?

Business Development Focused?

People Processes Measure What can you do about it? People Processes Measure

What Do We Know? There is a gap emerging between firms that measure and those that don’t Those that do, sign up more new clients Bringing the team together is an invaluable activity There is a need to look at other sectors to develop great standards Millennials are your future – how will you deal with them?

The Future More immediate during the client journey Work will have to be quicker Partners make quicker decisions Communication channels swifter and more innovative More openness and personal accountability

Do you want to be involved? Deadline 30th MARCH 2017 2017

Jonathan Winchester Chief Executive