Client feedback – Legal and accounting client feedback from Aframe, Argus Media and Santander (October 2015)

Posted on: November 3, 2015

One of my favourite elements at each annual Professional Marketing Conference http://www.pmforum.co.uk/events/conferences.aspx is the final session (which I call “the clients bite back”) where clients are invited to give their views on where their professional advisers are getting it right – and wrong. This year, the panel was led by Elliott Moss – the business […]

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Marketing to the elderly – for lawyers and accountants

Posted on: October 23, 2015

I wrote the lead article on “Marketing to the elderly” in Private Client Adviser magazine back in September 2008 http://www.privateclientadviser.co.uk/feature/financial-planning/cover-story-marketing-legal-services-grey-market and have worked with the private client teams of many law firms since then. So it was nice to be invited to address accountants on the subject at the “Elderly Client” conference for Offa in […]

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Book Review: Professional Services Marketing Handbook (Edited by Nigel Clark with Charles Nixon)

Posted on: October 9, 2015

You would expect a book coming from the folk at Cambridge Marketing College to be good. And it is. Unusually, it’s not a text book – there’s little theory within it. But it’s a fabulous collection of case studies, best practice and insight from a glittering array of the great and the good in professional […]

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Do perfect pitches need proper processes?

Posted on: October 8, 2015

I’m just back from a fabulous session with lots of marketers and business developers from law firms, accountants and wealth managers at the PM Forum training session on “Helping fee-earners prepare the perfect pitch” http://www.pmforum.co.uk/training/ Thank you Addleshaw Goddard for hosting the event – your breakfast and hospitality staff was amongst the best we’ve ever […]

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Seven insights into client care and service excellence

Posted on: October 4, 2015

Last week I facilitated a CLT seminar on “Client care, client service and client retention” http://www.clt.co.uk/course/Client-Care-Service-Excellence-and-Retention/ Whilst we covered a lot of material relating to understanding commercial and consumer client needs, engaging everyone in responding appropriately at all touch points and best practice in day-to-day service delivery, client care and relationship management, there were a few […]

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