Course Abstract
In this session Carl White will look at the outcomes of the CXINLAW mystery shopping research conducted with ALPMA in 2017/18.

Organisations that seek to lead today recognise the need to understand clients deeply and break the mould by answering: "how do we want our clients too feel?" In doing so, they are more differentiated, profitable and sustainable than others. 

In this engaging session, Carl will: 

  • Review the dominant consumer trends impacting client expectations and instructions
  • Identify key aspects of service quality and value as perceived by today's clients
  • Present the benefits of a strategic focus on client experience excellence
  • Investigate how your firm's service may currently look and feel if assessed by clients and; 
  • Consider your approach to improving client engagement, affinity and profitability. 

This session will be informed by CXINLAW Mystery Shopping research conducted with the support of ALPMA in 2017/18.   The session was recorded in QLD

Is this course purchasable
Course Level
Course Duration
1 hour
Course Type
Recording Type
Video with slides
Course Provider
Carl White, CXINLAW
BD & Marketing
Client Acquisition and Management
AUD $99.00
AUD $99.00