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  • APSMA SA: Outperforming through Client Experience Excellence

APSMA SA: Outperforming through Client Experience Excellence

  • 08 May 2017
  • 12:00 - 14:00 (ACST)
  • Finlaysons level 12, 81 Flinders Street Adelaide


  • For members of the Association of Proposal Management Professionals Australia and New Zealand (APMP ANZ) chapter

Registration is closed
In a service environment where differentiators are not easy to identify or leverage, investing in Client Experience is one of the most affordable yet overlooked ways to outperform in the marketplace.

Professional service firms that succeed in this area stand to benefit from an increase in client instructions, higher client retention and advocacy, greater productivity and a significant reduction in debtor days, complaints and regulatory risk.

The word ‘service’ needs to be in the DNA of a firm and reinforced at every level. It can never just be a marketing strategy or a tick box exercise. This presentation will explain where to start and how to develop an implementable plan for best results in Client Experience Excellence at your firm.

Attend this seminar if:

  • You think your clients are satisfied but you’re not certain if that’s enough
  • You want to gain a commercial advantage with a strong service culture
  • You would like to build capabilities of staff but you’re not sure how to help
  • You want leaders to enable staff and team members to champion service
  • You’re looking for strategies to embed and continually improve Client Excellence

Our presenter - Carl White

Passionate about the impact of Client Experience Excellence in professional services, Carl White co-authored the highly-regarded ‘Customer Experience in Law’ report in 2012 and led the market-leading Australian research in 2015 that examines the Client Experience Advantage for law firms, in association with ALPMA. As a founding director of CXINLAW (Australasia) Carl has a background in employee engagement, customer experience and organisational design. In 2015 Carl was invited to become a Faculty Member of the Queensland Law Society tutoring client service and in 2017 he was elected as Vice President of the Continuing Legal Education Association of Australasia (CLEAA). CXINLAW helps professional service providers with client insight and the development of Client Experience Excellence for market advantage.

Event Details:

Date: Monday, 8 May 2017
Time: 12:00 pm for registration, 12:30 to 2:00 pm
Location: Finlaysons level 12, 81 Flinders Street Adelaide
Price: Members: $55 AUD
Non-Member: $75 AUD

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