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 […]

Read More

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 http://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 […]

Read More

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) […]

Read More

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 […]

Read More

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 […]

Read More

Original branding by Matt Playford · A site by Fresh01