In this interactive session, Graham Archbold, Founder of Chorus Insight, will share benchmark data from dozens of professional services firms along with insights taken from hundreds of interviews with c-suite buyers.

HaysMac, a top UK accountancy and tax firm, serves a broad range of corporate, social purpose and private clients from its London headquarters. With ambitions for significant organic growth, the firm recognised the need for a structured client feedback programme – one that would not only support client retention but also identify opportunities for service improvement and inform strategic priorities.

Designing questionnaires, then collecting and analysing data are the relatively easy part. Changing behaviours and embedding a feedback culture, that’s the hard bit. And so this newly published HBR article is useful as a blueprint for organisational change. Rather than aiming to inform and inspire with communication campaigns and training, instead researchers have turned to behavioural science to create the ‘4T model’.

“I’m interested in stats and data, but also how that contributes to organisations making change. It isn’t just about staring at pictures and pie charts, but rather how these impact firms as they navigate an increasingly volatile economic sector.” That’s Dr   Martin Jost , our Data Analyst at Chorus. Martin works with the data we extract from feedback interviews and surveys, performing statistical analyses to create actionable insights for our clients. “Leaders have to base th

Ask ten partners what the market thinks of their firm and you’ll get ten confident answers – all different. Without data, brand perception is a hall of mirrors: distorted, flattering, and unreliable. Yet brand isn’t a mystical force that can’t be quantified. Outside professional services, brand equity is recognised as a measurable commercial asset that’s a key item on the balance sheet. There’s evidence that there is movement in that direction – there’s an interesting example

How Penningtons Manches Cooper equipped its team to deepen key client relationships.

A billboard with artfully curated imagery, a clever strapline, and your firm’s logo in the corner. A laser-targeted digital campaign that buyers can’t seem to escape. Etching your firm’s name in bold type onto the local football stadium. To most partners in professional services, these are baffling indulgences. None have heard of Byron Sharp or John Dawes, let alone taken a Mark Ritson course. Explaining the rationale for brand investment is less like herding cats and more l

It’s easy to assume what drives client loyalty and successful cross-selling. However, fresh research with buyers of professional services shows that top-performing firms are doing something measurably different. In this interactive session, Graham Archbold will share benchmark data from dozens of firms and insights from hundreds of interviews with C-suite buyers. You’ll uncover the tactical tweaks that make an outsized difference to service experience; what truly drives clien

Research into senior in-house counsels’ needs and the latest trends in how they manage law firm relationships.