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

Posted on: July 20, 2018 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 https://www.kimtasso.com/strategy-silos-is-marketing-guilty-too-align-integrate-focus-educate-and-champion/, one of my fellow presenters was Jonathan Winchester, chief executive of insight6 Limited https://insight6.com/ (which some of you may know as Shoppers Anonymous). He gave a fascinating talk about Client Experience Management (CEM which some refer to as […]

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System review: Performance management in the professions – Performance Leader system

Posted on: May 8, 2018 Performance management in the professions - Performance Leader system

I caught up with Paul Lemon, previously of the Professional Marketing Forum and now Managing Director of Performance Leader, on one of his many trips to the UK since relocating to Perth, Western Australia (which he tells me is just a 17hr non-stop flight from London!). Paul spends around 30% of his time in the […]

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Client feedback – From the horse’s mouth at the Professional Marketing Conference (CIM, TfL and FourFront Property)

Posted on: November 1, 2017 Client feedback Oct 2017 PM Forum Conference

The 22nd Annual Professional Marketing Conference http://www.pmforum.co.uk/conference.aspx in September 2017 ended with the usual client panel. Chaired by Andrew Rogerson – the founder and MD of Grist (a leading content and thought leadership agency) the panellist included: Chris Daly, Chief executive of the Chartered Institute of Marketing (CIM) Polly Fox, Principal Solicitor of Disputes, Transport […]

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Legal market research – Brand promises and service realities 2017/18 by Nisus Consulting

Posted on: October 10, 2017 Legal market research - Nisus 2017/18

Earlier this year I reviewed the Nisus Consulting “Balanced scorecard” research report on client service in the legal profession https://www.kimtasso.com/client-experience-management-cem-two-research-reports/. Their latest legal market research report looks into the link between brand, service and loyalty in the UK’s largest law firms. The report shows the responses from 2,200 buyers of legal service – split equally […]

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Legal market research – Lexis-Nexis Bellwether research report 2017 “Why independent law firms are thriving”

Posted on: June 1, 2017 Legal market research 2017

Now in its fifth year, LexisNexis Bellwether has released the first of three legal market research reports for 2017. The research, in conjunction with Linda Jones & Partners, is based on 10 qualitative interviews and quantitative research with 118 lawyers in independent law firms (75% of whom had worked at larger firms in the past) […]

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