My conference report for the 20th annual Professional Marketing Conference was published in the November 2015 edition of PM magazine http://www.pmforum.co.uk/magazine/index.aspx There was an amazing mix of speakers talking on the theme of “Tomorrow’s world”. Here are some of my personal reflections which didn’t make it into the official conference Read More
One of my favourite elements at each annual Professional Marketing Conference http://www.pmforum.co.uk/events/conferences.aspx is the final session (which I call “the clients bite back”) where clients are invited to give their views on where their professional advisers are getting it right – and wrong. This year, the panel was led by Read More
Profitability through dinosaurs? Often during my training sessions on client service, client management, relationship management or key account management (KAM) with lawyers, accountants and surveyors I’ll spend some time drawing dinosaurs. And last week I was finally persuaded to share my ideas on a blog. Onwards plods the Diplodocus You Read More
Last week I facilitated a CLT seminar on “Client care, client service and client retention” http://www.clt.co.uk/course/Client-Care-Service-Excellence-and-Retention/ Whilst we covered a lot of material relating to understanding commercial and consumer client needs, engaging everyone in responding appropriately at all touch points and best practice in day-to-day service delivery, client care and relationship Read More
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 Read More
