This post contains summaries of two research reports on Client Experience Management CEM – one focusing on law firms and the legal market and the other of B2B customer experience – where the legal sector is considered - as a comparison. Client Experience Management CEM – Two research reports. The Read More
I recently attended The Law Society’s Law Management Section conference (#LMSConf2017 https://events.lawsociety.org.uk/ClientApps/Silverbear.Web.EDMS/public/default.aspx?tabId=37&id=1428&orgId=1&guid=1155d437-8a7a-467d-87cf-2c38cfd6fbe3) There were lots of excellent presentations and this blog (one of three about the event) summarises the information relating to Client Experience Management (CEM) and what we can learn for professional services marketing. Andrew McMillan (@EngagingService) was formerly Read More
In February I presented another of the successful MBL training courses “Managing and marketing a profitable surveyors’ practice” in Dublin, Ireland. It was interesting that the majority of the themes and issues raised during these sessions in the UK were raised at the session – despite the rather different economic Read More
In many of the courses I run for the Professional Marketing Forum http://www.pmforum.co.uk/training.aspx, the topic of assertiveness arises. Sometimes this relates to people needing the confidence to speak up and share ideas or to challenge requests. Often it relates to finding ways to decline or modify inappropriate requests – how Read More
While many people think strategy development in professional service firms as akin to “herding cats”, I think it’s more like trying to pick up mercury. There are all those shiny spots of precious (noxious?) metal which break off and join up in a seemingly random manner. It’s hard to put Read More
