Kim TassoClient satisfaction benchmarks – How do you measure up?
Posted on: May 31, 2018At recent referrer management and client relationship management training sessions http://www.mblseminars.com/Outline/Developing-More-Work-from-Referrers-_-Intermediaries/5770/ , we have 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 – How do […]
Legal market research – Brand promises and service realities 2017/18 by Nisus Consulting
Posted on: October 10, 2017
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 legal service – split equally […]
The Lawyer Business Leadership Summit – Crystal balls, Change, Connection, CRM and Collaboration. And don’t forget the Millennials.
Posted on: October 8, 2016
The end of September marks the annual Business Leadership Summit and Awards from The Lawyer magazine so I was at The Brewery in Chiswell Street bright and early for a day of commercial insights from lawyer business leaders. I was not disappointed. What is the office for? – The Lawyer Workspace Trends Report Matt Byrne, […]