HLB teams up with experience consultancy Client Culture
Following a successful collaboration in Australia, advisory network HLB will now team up with local client and employee experience benchmarking consultancy Client Culture at a global level.
Global advisory and accounting network HLB has signed a strategic partnership with Melbourne-based experience management consultancy Client Culture, which also counts IBM Consulting cloud subsidiary SxiQ among its clientele.
The firm’s Australian member – HLB Mann Judd – has improved its Net Promoter Score client rating in every year since first engaging Client Culture back in 2017.
Established two years earlier by managing director Greg Tilse, Client Culture offers client relations benchmarking and accreditation services designed specifically for the professional services sector, backed by a technology platform. In addition to its client services product, Client Culture also provides employee experience programs aimed at helping organisations improve staff motivation, skills and engagement.
“We love HLB’s commitment to putting people first,” stated Tilse, a one time management consultant with Bain & Company. “Although we have been working within the HLB community for some time, we’re excited to take our partnership to the next level. We are confident that together we can support HLB firms around the globe continue to deliver outstanding client services in organisations that people truly want to be a part of.”
Already locally recognised for its strong client relations – as a consistent winner of the Australia and New Zealand Client Choice Awards – HLB is aiming to further enhance its client experience initiatives at the global level and establish itself as a true industry leader with a clear market differentiation. The global advisory network is altogether represented by more than 40,000 professionals spread across 156 countries.
“This alliance presents a refreshing avenue for HLB firms to elevate their client experience programs,” commented Lesley Hornung, the network’s London-based chief marketing officer. “In the professional services sector, client experience isn’t just a metric – it’s our lifeblood. Every interaction forms the bedrock of trust, and with each impeccable experience, we don’t just deliver a service, we craft legacies and foster long-term relationships.”
To assess client-service provider relations, Client Culture adopts the Net Promoter Score methodology, which was devised by consulting legend Fred Reichheld at Bain & Company as the most reliable predictor of client loyalty. The system produces a rating based on positive and negative survey responses, while providing important feedback on both the reasons for forward recommendations and areas for potential improvement.
Australia
HLB Mann Judd has in recent weeks highlighted a number of its professionals who have achieved 9.5 out of 10 NPS client ratings, independently reviewed by Client Culture, including veteran Brisbane-based partner Andrew Buchan and Perth business advisory and tax consulting partnership trio Rowan Tracey, Litsa Christodulou and Guy Brandon.
Meanwhile, the entire Sydney office has again scored a 9.0, well above the industry average.
