by Robin Dicks | Sep 2, 2024 | Robin's Blog
The recent news that Ofsted is changing from a one-word rating to a more nuanced system got me thinking again about the remaining focus on Net Promoter Scores NPS by some firms. And indeed, the focus on Likelihood to Recommend as they manage individual client...
by Robin Dicks | Jan 14, 2016 | Robin's Blog
The January football transfer window is pretty bizarre if viewed dispassionately – but in an idle moment it made me think. If your firm were a football team, how would you value your players? Who are your star strikers and which central midfielder would you...
by Robin Dicks | Aug 22, 2014 | Uncategorized
For most professional services firms, successful growth remains driven by how well aligned marketing, business development and the activities of fee earners are – and, of course, how well they are executed. But it’s not a perfect world: what is there is a...
by Robin Dicks | Jul 15, 2013 | Uncategorized
Really excited by the online commercial client feedback system we’re developing. It’s intended to help firms generate key strategic and client insight of course, but also identify hidden opportunities with clients, and open the door to further...
by Robin Dicks | Jun 19, 2013 | Uncategorized
Mary Dejevsky, one of the columnists in The independent newspaper, wrote pretty scathingly about process of gaining feedback (see this link). Its well observed and quite funny in pinning the practice of “bog standard” questions which don’t provide...
