You already know that customer satisfaction is important. What you may not have known is that high customer satisfaction indicates that financial performance expectations will be exceeded. There’s ...

Virtually all top-tier professional service firms make the same boasts. "We have the best lawyers/engineers/architects/physicians, who went to the best schools and ...

Concept image for illustration of Key Customer Assessment Indicator or KPI. The CEO took the stage as the first PowerPoint slide appeared on the giant screen. "I am happy to announce we just received ...

You probably feel like you have a good handle on how your clients feel about your business. Would you be willing to bet money on your intuition? If you’re not eliciting client feedback via ...

After 10 years of canvassing the views of clients across the globe on their legal service providers, two universal findings reliably ring true: lawyers are only as good as the advice they give and ...

Somer G. Anderson is CPA, doctor of accounting, and an accounting and finance professor who has been working in the accounting and finance industries for more than 20 years. Her expertise covers a ...