I’m spending my summer months writing a short (around 20,000 words) booklet which is designed to be a pragmatic guide for lawyers on Social Media in Business Development and Relationship Management. It will address approaches for both firms and individual lawyers. Digital marketing, social selling and online relationship management are Read More
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 Read More
A short while ago, I travelled to Birmingham for a West Midlands Professional Marketing Forum meeting to talk about “Towards strategic marketing”. Yesterday, I presented at a professional services conference in Sussex (organised by Consortium and supported by CIM) and presented on a similar topic. Whereas we often consider our lawyers, accountants and surveyors Read More
At recent referrer management and client relationship management training sessions, we 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 – Read More
I caught up with Paul Lemon, previously of the Professional Marketing Forum and now Managing Director of Performance Leader, on one of his many trips to the UK since relocating to Perth, Western Australia (which he tells me is just a 17hr non-stop flight from London!). Paul spends around 30% Read More
