In the run up to Christmas, I pledged to make a donation to a local mental health charity where I am a Trustee for each personalised email I sent to my clients and contacts. Naturally, we are all saddened by the enormous toll of the Covid crisis – to the Read More
Between August 2019 and March 2020 I analysed a huge amount of information and research relating to the importance of soft skills within the UK legal profession. I also interviewed over 20 people from large and small law firms – lawyers and learning & development professionals – as well as Read More
This 9 minute video explores: What are soft skills? And why are they so important? Video script Hi. I’m Kim Tasso. I am sure many of you are worried about the onward march of technology – things like artificial intelligence (AI) and machine learning and the impact these may have 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
Earlier this year I reviewed the Nisus Consulting “Balanced scorecard” research report on client service in the legal profession http://kimtasso.com/client-experience-management-cem-two-research-reports/. Their latest legal market research report looks into the link between brand, service and loyalty in the UK’s largest law firms. The report shows the responses from 2,200 buyers of Read More
