Kim TassoDifferentiation strategies and innovation
Posted on: June 9, 2017
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 is a fundamental marketing concept for the mature markets of the legal, […]
Client Experience Management CEM – Two research reports
Posted on: April 25, 2017This 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 […]
Client service insights – Empathy, measurement and reverse thinking
Posted on: July 4, 2016
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 […]
Managing client service in surveying and property partnerships
Posted on: June 23, 2016
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? […]
Legal market research – Perceptions and needs of consumers and small businesses
Posted on: April 24, 2016I regularly facilitate a public training session for CLT on “Client care, service excellence and retention” http://www.clt.co.uk/course/Client-Care-Service-Excellence-and-Retention/. During the workshop we spend time considering various legal market research reports. I have blogged a lot about commercial client research and the needs of general counsel in the past (see the related links below). This blog supplements […]