PSFI, together with Totum, hosted our second annual CMO retreat at Monkey Island, bringing together CMOs from across professional services to explore what really drives client loyalty.
Download the highlights for:
- What consumer brands can (and can’t) teach professional services about loyalty — and why recognition beats points programmes
- The 10-point client wish list for the perfect partner, in clients’ own words
- How GHD embedded client experience into everyday behaviours and performance incentives, not just values
- Practical takeaways on turning client feedback into real transformation
Full session recaps, quotes and case studies are here— a useful read for anyone shaping their firm’s client experience agenda.
AuthorCharlotte Ward
Downloads Client loyalty report
Client loyalty has long been considered the holy grail of professional services — sought after, talked about, and often misunderstood. In partnership with Totum, PSFI commissioned this 2026 study to explore what truly drives loyalty among senior buyers of legal...