Book review: Digital Body Language – How to build trust and connection no matter the distance by Erica Dhawan

A shorter version of this book review: Digital Body Language – How to build trust and connection no matter the distance by Erica Dhawan was published in the Summer 2021 edition of Professional Marketing Magazine  which is sent free to members of the Professional Marketing Forum.  Overview I was excited Read More

2021-06-30T16:20:38+01:00June 30, 2021|Kim's Blog, Management Skills, Relationship Management|

Managing client complaints – Process, anger and apologies

Many firms – particularly since the rapid digital transformation resulting from the Covid crisis – are focussing on improving the User Experience (Ux) and Client Experience Management (CEM). But there are always occasions when things don’t go to plan, errors are made, expectations are not met or there are delays Read More

Book review – Persuasion: The art of influencing people by James Borg

I have read many books on persuasion and influence. My favourites are those by Dr Robert Cialdini  - and I recently made a short (10 minute) video covering his six principles of persuasion.  This is a book review - “Persuasion: the art of influencing people” by James Borg. It is Read More

Storytelling book reviews: The Story Advantage by LJ Bloom and The Story Factor by Annette Simmons

I’ve done lots of training and workshops on storytelling (see this 2017 summary of ideas on selling legal services with storytelling ). Often as part of persuasive writing sessions. The image below shows you some of the tools I use in my storytelling workshops. Most people know that research shows Read More

2021-04-01T15:33:32+01:00March 18, 2021|Kim's Blog, Marketing, Relationship Management, Selling|
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