Many firms – particularly since the rapid digital transformation resulting from the Covid crisis – are focussing on improving the User Experience (Ux) and Client Experience Management (CEM). But there are always occasions when things don’t go to plan, errors are made, expectations are not met or there are delays Read More
18 delegates from law, accountancy and property firms joined me at the June PM Forum workshop on Key Account Management (KAM) and Account Based Marketing (ABM). The focus was on supporting fee-earners with client relationship management in KAM and ABM programmes at a firm-wide or client level. I’ve summarised Six Read More
This article on building rapport in the digital space and fixing ruptured relationships for barristers was published in the June 2021 edition of Counsel. This edition had a special focus on everything you need to know about marketing and PR for the Bar. Counsel is the official monthly magazine of Read More
Periodically, I scan the media for information about professional service firms thought leadership. Here is a summary of some notable developments – law firm thought leadership update: Davitt Jones Boult, Howard Kennedy, DLA Piper, Moreton Fraser and Stephens Scown. Davitt Jones Boult (DJB) – Legal real estate boutique (Homes to Read More
I was surprised that at two recent workshops, delegates indicated that the attitudes and/or behaviours that they least like dealing with was arrogance. More so than anger, aggression and sadness. During another training scenario, I noticed that people acting in a superior way evoked similarly strong negative reactions. So this Read More
