Client Experience Management (CEM) – Nine takeaways (Perspective, Emotions, Tension, Journeys, Involvement, Tangible, Systems, Technology, Process)

Posted on: June 19, 2019 Client Experience Management (CEM) – Nine takeaways (Perspective, Emotions, Tension, Journeys, Involvement, Tangible, Systems, Technology, Process)

In April, the delegates at the Client Experience Management (CEM) workshop at Professional Marketing Forum https://www.pmforum.co.uk/training.aspx  identified the following nine takeaways: 1. Adopt the client’s perspective Whilst it is easy to see the business benefits of a Client Experience Management programme in terms of consistency of quality and care, it is critical to adopt the […]

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Be more confident and convey confidence

Posted on: June 3, 2019 Be more confident and convey confidence

Confidence arises as an issue in many workshops – whether junior or senior people, whether fee-earners or marketing professionals, whether making a pitch or speaking in public. Confidence and self-confidence are covered in my latest book “Better Business Relationships” http://kimtasso.com/publications/better-business-relationships/. In this post, I have summarised some tips to be more confident and convey confidence. […]

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At the heart of what we do – Better Business Relationships

Posted on: November 26, 2018

What is at the heart of what we do – Better Business Relationships. Business relationships are at the heart of professional services – people buy people. Relationships are a key component of client service and often the source of competitive differentiation and real added value. Recently I presented a short session to a large group of […]

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Be more Jessica Pearson – Nine tips on assertiveness, impact and effectiveness for marketing and BD executives

Posted on: March 30, 2018 Be more Jessica Pearson – Nine tips on assertiveness, impact and effectiveness

At a recent assertiveness, impact and effectiveness workshop for marketing and BD executives we considered our various heroes and heroines. Jessica Pearson, managing partner of a fictitious New York law firm in the television series Suits, was considered an exemplar of assertiveness, impact and effectiveness. A good role model because Jessica fulfils all three aspects […]

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Better Business Relationships – New book in the pipeline

Posted on: March 15, 2018 Better Business Relationships

Business success is reliant on being able to get on with people. Relationships with your internal colleagues and external clients and referrers are the foundation of business success in just about every job function and industry. My new book on Better Business Relationships is now in the pipeline. The ability to communicate with, encourage, influence, […]

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