There have been many requests recently for inhouse training on telephone skills to support client service and selling both for fee-earners and support staff. Earlier in April I ran a public MBL “Pick up the phone – Client service and sales opportunities for professionals in the digital age” online training Read More
Many firms – particularly since the rapid digital transformation resulting from the Covid crisis – are focussing on improving the User Experience (Ux) and Client Experience Management (CEM). But there are always occasions when things don’t go to plan, errors are made, expectations are not met or there are delays Read More
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 Read More
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) Read More
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 Read More
