Marketing in a time of Coronavirus – Pragmatic ideas

Posted on: May 7, 2020 Marketing in a time of Coronavirus – Pragmatic ideas

“Love in a time of Cholera” by Gabriel García Márquez is a great book. It reflects many themes we are experiencing today such as the Coronavirus plague and the attempts to maintain relationships across great distances. So what about marketing in a time of Coronavirus? Once professional service firms transitioned staff to working from home […]

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Managing Partners’ Forum Awards 2020 – Marketing, client service, innovation, learning and culture change

Posted on: March 16, 2020 Managing Partners’ Forum Awards 2020 – Marketing, client service, innovation, learning and culture change

I’ve been one of the judges on the annual Managing Partners’ Forum Awards for many years – across a number of categories. I was invited to attend the Awards dinner (again at the Marriot Grosvenor Square) to celebrate with the short-listed firms across three themes – Client, Community and Business. I thought I’d highlight some […]

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10 key points all about buy-in in professional services (Manchester and Dublin 2019)

Posted on: March 3, 2019 all about buy-in in professional services (Manchester and Dublin 2019)

I was delighted to present at the North West Region group of Professional Marketing Forum http://www.pmforum.co.uk/locations/north-west.aspx in Manchester all about buy-in in professional services recently. The lunchtime session was hosted by PwC (thanks to regional chair Rachel Kelly and the committee for organising). And it was fantastic that over 60 people signed up – one […]

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Client Experience Management (CEM) – Research into the client journey at law firms

Posted on: July 20, 2018 Client Experience Management (CEM) – Research into the client journey at law firms

Whilst presenting a paper on strategic marketing at a recent professional services marketing conference in Sussex http://kimtasso.com/strategy-silos-is-marketing-guilty-too-align-integrate-focus-educate-and-champion/, one of my fellow presenters was Jonathan Winchester, chief executive of insight6 Limited https://insight6.com/ (which some of you may know as Shoppers Anonymous). He gave a fascinating talk about Client Experience Management (CEM which some refer to as […]

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Client satisfaction benchmarks – How do you measure up?

Posted on: May 31, 2018

At recent referrer management and client relationship management training sessions http://www.mblseminars.com/Outline/Developing-More-Work-from-Referrers-_-Intermediaries/5770/ , we have talked about NPS (Net Promoter Score) which measures the propensity or likelihood of recommendation and how it is rapidly becoming the standard measurement of client satisfaction in professional service firms. Several people have asked about client satisfaction benchmarks – How do […]

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