At recent referrer management and client relationship management training sessions, we 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 – Read More
Earlier this year I reviewed the Nisus Consulting “Balanced scorecard” research report on client service in the legal profession http://kimtasso.com/client-experience-management-cem-two-research-reports/. Their latest legal market research report looks into the link between brand, service and loyalty in the UK’s largest law firms. The report shows the responses from 2,200 buyers of Read More
Recruitment in the property sector is tough. Many property practices find their growth ambitions constrained because they can’t recruit enough of the right calibre candidates – at junior and senior levels. In some cases, this results in unseemly salary battles and a constant churn of junior, middle ranking and senior Read More
I went along to the annual Estates Gazette Property Marketing Summit last week. It’s been reduced from a full day programme to half a day and two discussion panels dominated the programme although there were some real gems in the other presentations. The focus was on marketing physical properties rather Read More
A new legal market research report “State of mobile apps in law firms 2017” by Fliplet shows higher adoption of mobile app technology by law firms. I’m delighted that they referenced my original 2012 research into the subject in their report. The top 10 law firms with the best app Read More
