Client loyalty

Rainmaking best practice in professional services firms (Selling behaviours)

As an fan of Challenger sales (and the variant Insight Selling Insight selling - building on consultative selling models (kimtasso.com) I was delighted to see that one of the originators – Matthew Dixon – turned his focus to selling in professional services. His research on rainmaker best practice is helpful Read More

2023-11-02T12:43:53+00:00November 2, 2023|Kim's Blog, Lawyers, Marketing, Selling, Social Media|

Legal market research – Brand promises and service realities 2017/18 by Nisus Consulting

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

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

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