(A shorter version of this book review: Executive Engagement Strategies appeared in a recent edition of Professional Marketing magazine) I reviewed two of Bev’s previous books – in 2011 on marketing technology as service and more recently, in February 2020, her fabulous practitioner’s guide to Account Based Marketing. I’m a big fan. This one focuses […]
I thought this year’s Estates Gazette (EG is the new brand) property marketing conference in June was a great improvement from last year. There was a series of excellent talks – both property marketing case study presentations and views from the experts. The main messages appeared to be: Finally we are seeing the use of […]
This article appeared as the leader in Professional Marketing magazine (Summer 2018 edition) where I am Editorial Consultant in Chief. I used to think that the MarTech revolution had bypassed professional services but now I’m not so sure. I’ve seen the future and it is automated. So how will marketing and business development roles change? […]
At recent referrer management and client relationship management training sessions http://www.mblseminars.com/Outline/Developing-More-Work-from-Referrers-_-Intermediaries/5770/ , we have talked about NPS (Net Promoter Score) which measures the propensity or likelihood of recommendation and how it is rapidly becoming the standard measurement of client satisfaction in professional service firms. Several people have asked about client satisfaction benchmarks – How do […]
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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