Marketing in a time of Coronavirus – Pragmatic ideas

Posted on: May 7, 2020 Marketing in a time of Coronavirus – Pragmatic ideas

“Love in a time of Cholera” by Gabriel García Márquez is a great book. It reflects many themes we are experiencing today such as the Coronavirus plague and the attempts to maintain relationships across great distances. So what about marketing in a time of Coronavirus? Once professional service firms transitioned staff to working from home […]

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Enquiry management: Converting more telephone enquiries with basic sales training

Posted on: July 25, 2019 Enquiry management: Converting more telephone enquiries with basic sales training

At a “Business development for lawyers” course a while back the topic that the delegates asked me to write about was that of converting telephone enquiries. More recently, at a practice development course for private client solicitors, the same issue arose and other insights were shared at a recent in-house workshop on the topic. So […]

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Client Experience Management (CEM) – Research into the client journey at law firms

Posted on: July 20, 2018 Client Experience Management (CEM) – Research into the client journey at law firms

Whilst presenting a paper on strategic marketing at a recent professional services marketing conference in Sussex http://kimtasso.com/strategy-silos-is-marketing-guilty-too-align-integrate-focus-educate-and-champion/, one of my fellow presenters was Jonathan Winchester, chief executive of insight6 Limited https://insight6.com/ (which some of you may know as Shoppers Anonymous). He gave a fascinating talk about Client Experience Management (CEM which some refer to as […]

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Take a walk on the client side – Empathy and emotional intelligence when selling professional services

Posted on: January 21, 2011

Earlier this week I did some training on sales conversion on the telephone and in meetings with some delightful family lawyers in Wolverhampton. At the end of each training session, I always ask people which key idea they found most useful. Not surprisingly, the majority of responses relate to the psychological aspects of selling – […]

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