Marketing basics – What are the 4Ps and why are they still useful? (Video)

Posted on: May 11, 2020

My latest video (7 minutes) is “Marketing basics – What are the 4Ps and why are they still useful?”. It will help you avoid making a common mistake to ensure that your marketing is effective. The video is designed for non-marketers who want to understand one of the most influential frameworks in marketing and how […]

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Differentiation strategies and innovation

Posted on: June 9, 2017 Differentiation strategies and innovation

Differentiation is a question that is raised in many of my strategy and business development workshops for professional service firms. Differentiation is the process of identifying a difference between your own and competing products or services that has some value to clients. Differentiation provides sustainable competitive advantage. So this article considers some ideas for differentiation […]

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Client Experience Management CEM – Two research reports

Posted on: April 25, 2017

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. The unbalanced scorecard – How firms profit by recalibrating service performance and value for […]

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Client service insights – Empathy, measurement and reverse thinking

Posted on: July 4, 2016 Client service insights - listen and empathy

Three recent news reports captured my attention on client service insights for law firms and professional service firms.  Addleshaw Goddard solicitors uses empathy Addleshaw Goddard – a major law firm – topped the charts for client service (performance and value for money) in the Nisus Consulting research http://www.nisus.net/   to become the most client-focused firm law […]

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Managing client service in surveying and property partnerships

Posted on: June 23, 2016 managing client service in surveying and property partnerships

At a recent workshop for surveyors (“Managing and marketing your surveying practice” http://www.mblseminars.com/Outline?progid=5865) I was asked to write a blog about managing client service in surveying and property partnerships. It’s a big topic, but here are the headlines with signposts to further reading.  Why is managing client service in surveying and property partnerships so important?  […]

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