Service Measurement to Service Excellence

Most firms claim to provide excellent client service. Those that are truly intentional about it, however, are the ones that effectively differentiate themselves in the marketplace. In this joint presentation, Inavero’s Eric Gregg and Rainmaker’s Adelaide Ness will explore why service quality matters; the impact it can have on factors such as retention, differentiation, and client acquisition; and how to measure it with Net Promoter Score methodology. Then they will cover how to address client feedback and service quality metrics with philosophies and strategies to instill a culture of service excellence throughout a firm.