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How To Balance Satisfied Clients With Profitability
by Tony Vidler        What impact on practice profitability does this have: “Despite ongoing efforts to improve service, positive customer experience levels decreased significantly across the world” This was from a report released a little while ago on the performance of the insurance sector globally, and it highlights a real dilemma for practitioners. Can we […]
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Maybe the client IS the problem
by Tony Vidler        What you think is the problem is not always actually the problem.  Sometimes the person is the problem. Sometimes, maybe, the client is the problem rather than you. Before talking about clients though allow me to use a non-client example.  Picture the scene: a partner in a practice is telling me about […]
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Best Practice Advice Means Meeting Client Expectations Too, doesn’t it?
by Tony Vidler        What constitutes “Best Practice” advice process is a constant work in progress, but it does not develop as rapidly as either technology or client expectations do.  In fact, there is a distinct probability that the gap between what professionals call best practice advice and what clients expectations of best practices are  continue […]
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