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Is client experience really a new differentiator?

In April 2019 Lexis Nexis published a report entitled ‘Client Experience - the new differentiator for law firms’. It opened with the following: The marketplace for top 50 law firms in the United Kingdom continues to be challenging.  What is it about the legal sector...

ARTICLE 2: Understanding what everyone thinks

In the last article we looked at the structure of your marketing - think of it like the frame and foundations of your house. It’s the area that firms and chambers most often fall down on. To be honest there is a culture of looking after clients (admittedly with...

Planning and reporting – a checklist

Over the course of this series of articles we’ve thrown a lot of words at you. So now we wanted to provide something a little easier to digest. In this final article we’ve included a checklist for creating a PR plan and reporting on it. You can print this off and...

Understanding PR – what is it?

There’s an old saying: “Advertising is what you pay for; publicity is what you pray for.” The Chartered Institute of Public Relations defines it as: “Public Relations is about reputation - the result of what you do, what you say and what others say about you. Public...

Business leaders, what will be your legacy?

Society’s most urgent global problems cannot be solved by government and non-profits alone. The role of business is crucial. B Corps are a new kind of business building an inclusive and sustainable economy that works for all. By balancing profit and purpose, B Corps...

Client care: microsurveys v. the annual review questionnaire

If you struggle to know what works when you’re converting leads into prospects and then clients, you are not alone. If you are unsure whether you are keeping existing clients happy and providing them with the services they need, again you are not alone. Marketing...

What is the difference between a lead and a prospect?

Question: how many lawyers does it take to make a sale? Answer: none, because lawyers don’t 'make sales', they 'do business development’. So, having got the joke/observation/objection/grumble out of the way, for the purposes of this article let’s deal in plain...