Client Feedback – From the horse’s mouth: The Crown Estate, Surrey County Cricket Club and JUUL Laboratories (2018)

Posted on: November 8, 2018

At the 2018 Professional Marketing Conference (see, there was the usual client panel where clients of legal, accountancy and property professional services firms gave their views on marketing and client service. Continuing the series of Client Feedback – From the horse’s mouth: The Crown Estate, Surrey County Cricket Club and JUUL Laboratories provide their […]

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Three important legal sector research results

Posted on: January 12, 2016

In December 2015, there were three important legal sector research results which caught my eye: Average growth rate The quarterly Deloitte legal sector survey said that in the quarter ending July 2015, the average fee income growth amongst the top 100 UK law firms was 6.8% and that a third of this increase was due […]

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Legal market research – The Lawyer’s In-house Attitudes Report

Posted on: September 9, 2015

Earlier this year I worked on some legal market research with The Lawyer magazine to analyse the huge amount of data collected from 530 in-house lawyers for the fourth In-house attitudes survey. My executive summary of that report was published in June 2015 and the main points were as follows: 28.2% described themselves as “General […]

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Law South Conference 2015 – “Achieving extraordinary client engagement” with empowerment, value, disruption, disobedience and psychology

Posted on: May 17, 2015

Last week I had the honour of presenting a paper at the annual LawSouth conference on Achieving extraordinary client engagement. Here is a summary of the main points raised by the speakers: The people are everything – Julian Summerhayes Julian started his talk with quotes from “The age of client” from Lexis-Nexis Bellwether Report […]

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Client feedback – Insights into general counsel needs (2014 part one)

Posted on: August 14, 2014

In each edition, The Lawyer magazine interviews an in-house lawyer or Group Counsel. I picked up the following trends into general counsel needs and selected some highlights to inform those either pitching to or building relationships with similar in-house counsel. Trends The importance of on-the-ground local counsel Use of preferred firms rather than panels – but […]

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