Before I start planning for 2022, I thought I’d reflect on nine marketing and business development trends in 2021. Some of these observations might make useful entries in your PESTLE or competitor analyses (a short explainer video on marketing audits and PESTLE analysis ) or scenario and marketing plans. Attitude Read More
I regularly scan for research reports that can be used by professional service firms (lawyers, accountants and surveyors) when conducting their business analysis and business, financial and marketing planning. I share summaries of key reports to assist firms with their planning. The MHA Legal Benchmarking Annual Report 2020 (8th) covers Read More
The annual Smith & Williamson law firm survey 2018 obtained the opinions of over 130 managing partners and senior management personnel across the UK in August 2018. The clear message emerging from this year’s survey show that law firms are continuing to fight for top talent in a competitive market Read More
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
