Kim TassoImportance of Client Experience Management (CEM) – PM Forum conference report 2016
Posted on: November 16, 2016My 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 […]
Client service insights – Empathy, measurement and reverse thinking
Posted on: July 4, 2016
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 […]
Managing client service in surveying and property partnerships
Posted on: June 23, 2016
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? […]