Customer Experience Management

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

2017-04-25T09:05:34+01:00April 25, 2017|Kim's Blog, Lawyers, Management Skills, Marketing, Relationship Management, Strategy|

Book Review – The Analytical Marketer – How to transform your marketing organization by Adele Sweetwood

Health warning: This book "The Analytical Marketer – How to transform your marketing organization" by Adele Sweetwood is for serious marketers who are faced with adapting their marketing organisations to embrace the exciting (albeit a little bit scary) transformation being driven by the advances in marketing technology and automation.   This is an Read More

2017-01-09T20:27:27+00:00January 9, 2017|Kim's Blog, Marketing|

Psychology, neuroscience and client engagement

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

2017-06-12T16:44:01+01:00May 17, 2015|Kim's Blog, Lawyers, Management Skills, Relationship Management, Selling|
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