Client Experience Management CEM – Lessons from John Lewis and other consumer services (Law Society Law Management Conference 2017)

Posted on: April 25, 2017

I recently attended The Law Society’s Law Management Section conference (#LMSConf2017 https://events.lawsociety.org.uk/ClientApps/Silverbear.Web.EDMS/public/default.aspx?tabId=37&id=1428&orgId=1&guid=1155d437-8a7a-467d-87cf-2c38cfd6fbe3) There were lots of excellent presentations and this blog (one of three about the event) summarises the information relating to Client Experience Management (CEM) and what we can learn for professional services marketing. Andrew McMillan (@EngagingService) was formerly head of customer services at […]

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Law South Conference 2015 – “Achieving extraordinary client engagement” with empowerment, value, disruption, disobedience and psychology

Posted on: May 17, 2015

Last week I had the honour of presenting a paper at the annual LawSouth conference on Achieving extraordinary client engagement. Here is a summary of the main points raised by the speakers: The people are everything – Julian Summerhayes http://juliansummerhayes.com/ Julian started his talk with quotes from “The age of client” from Lexis-Nexis Bellwether Report […]

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Psychology, neuroscience and client engagement

Posted on: May 17, 2015

At the Law South 2015 conference last week, I presented a paper that explored some of the latest developments in psychology, neuroscience and client engagement that might help support people in achieving extraordinary client engagement. I can’t cover all the content on I presented psychology, neuroscience and client engagement, but here are some of the most […]

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