Client satisfaction benchmarks – How do you measure up?

Posted on: May 31, 2018

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 […]

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Vuture – Marketing and relationship management automation in professional services firms

Posted on: April 17, 2018

My occasional reviews of marketing technology led me to talk to Jennifer Miller at Vuture about the latest developments in marketing and relationship management automation in professional services firms. What is Vuture? Vuture is a platform that works above CRM database systems including; LexisNexis InterAction, Salesforce, Dynamics, Peppermint and OnePlace, to act as a connector […]

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Importance of Client Experience Management (CEM) – PM Forum conference report 2016

Posted on: November 16, 2016

My conference report for the Professional Marketing Forum’s 21st Conference “All about the journey” which focused on Client Experience Management (CEM) was published in this month’s edition of Professional Marketing magazine http://www.pmforum.co.uk/pm-magazine/pm-magazine.aspx . It’s hard trying to tease out the most important insights from what proved to be a jam-packed day of useful and important […]

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Client service insights – Empathy, measurement and reverse thinking

Posted on: July 4, 2016 Client service insights - listen and empathy

Three recent news reports captured my attention on client service insights for law firms and professional service firms.  Addleshaw Goddard solicitors uses empathy Addleshaw Goddard – a major law firm – topped the charts for client service (performance and value for money) in the Nisus Consulting research http://www.nisus.net/   to become the most client-focused firm law […]

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Managing client service in surveying and property partnerships

Posted on: June 23, 2016 managing client service in surveying and property partnerships

At a recent workshop for surveyors (“Managing and marketing your surveying practice” http://www.mblseminars.com/Outline?progid=5865) I was asked to write a blog about managing client service in surveying and property partnerships. It’s a big topic, but here are the headlines with signposts to further reading.  Why is managing client service in surveying and property partnerships so important?  […]

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