Client Experience Management (CEM) – Research into the client journey at law firms

Whilst presenting a paper on strategic marketing at a recent professional services marketing conference in Sussex, one of my fellow presenters was Jonathan Winchester, chief executive of insight6 Limited (which some of you may know as Shoppers Anonymous). He gave a fascinating talk about Client Experience Management (CEM Read More

By |2018-07-20T11:51:42+01:00July 20, 2018|

Seven insights into client care and service excellence

Last week I facilitated a CLT seminar on “Client care, client service and client 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 Read More

By |2015-10-04T16:34:45+01:00October 4, 2015|
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