Augmented Reality (AR), Extended Reality (XR) and Virtual Reality (VR) could transform online events

Posted on: November 13, 2020 Augmented Reality (AR), Extended Reality (XR) and Virtual Reality (VR) could transform online events

Being rather weary of the Zoom and PowerPoint combo for online events I’ve recently attended two mind-blowing experiences that show how Augmented Reality (AR), Extended Reality (XR) and Virtual Reality (VR) could be used to improve the future digital client experience. Here are my experiences and insights from a talk on XR and AR hosted […]

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SEO update for professional services (October 2020)

Posted on: October 26, 2020 SEO update for professional services

On 21 October, the PM Forum East Midlands branch  organised a SEO masterclass webinar where Hugo Whittaker (Twitter account @ImpressionTalk) of Impression gave a fast SEO update for professional services firms. I have summarised his key points in this short article. See here for an introduction to SEO (Oct 2011) – and for an update […]

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Importance of Client Experience Management (CEM) – PM Forum conference report 2016

Posted on: November 16, 2016

My conference report for the Professional Marketing Forum’s 21st Conference “All about the journey” which focused on Client Experience Management (CEM) was published in this month’s edition of Professional Marketing magazine http://www.pmforum.co.uk/pm-magazine/pm-magazine.aspx . It’s hard trying to tease out the most important insights from what proved to be a jam-packed day of useful and important […]

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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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