Client service

Pick up the phone – Creating better business relationships with telephones

I’ve done training sessions on inbound telephone calls to improve client service and enhance conversion rates (see, for example, http://kimtasso.com/managing-client-service-surveying-property-partnerships/). I’ve done workshops on outbound calls for cold calling (http://kimtasso.com/sales-selling-tips-11-point-plan-cold-calling/). But I was recently asked to cover the topic of outbound calls to existing contacts and clients to enhance business relationships Read More

2018-01-24T11:31:58+00:00January 24, 2018|Accountants, Kim's Blog, Lawyers, Property, Relationship Management, Selling|

Encouraging solicitors to sell – Aligning cross-selling with professional conduct rules

At a recent change management training session – where the topic of changing attitudes and corporate culture was discussed at length – we talked about the challenge of encouraging solicitors to sell. And in overcoming their resistance to selling and cross-selling. When it comes to persuasion, it’s important to align Read More

2017-12-04T16:46:06+00:00December 4, 2017|Kim's Blog, Lawyers, Selling|

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

2020-10-15T16:35:11+01:00October 10, 2017|Kim's Blog, Lawyers, Marketing, Relationship Management, Statistics and trends, Strategy|

Accountancy marketing case study – From client referrals to sectors and social media

Wilson Wright (established in 1893) is a nine partner accountancy practice based in Holborn Circus in London serving both private and commercial clients. In 2016 it won the British Accountancy Award (BAA) for Independent Firm of the Year (Greater London) and is currently shortlisted for Mid-Tier Firm of the Year. Read More

2017-09-12T14:15:17+01:00September 8, 2017|Accountants, Kim's Blog, Marketing, Relationship Management, Social Media|

Estates Gazette Property Marketing Summit 2017 – Goals, Digital, Innovation, Content, Video and Experience

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

2017-07-03T13:22:52+01:00July 3, 2017|Kim's Blog, Marketing, Property, Social Media, Statistics and trends|
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