Responsiveness……………………….

Here’s a real-life story about a firm which has recently rebranded with a new visual identity, and lots of messaging about client focus and responsiveness. So what happens when you ring someone? The phone rings… And rings… And rings… No...

Drivers of value and what clients say…

One theme has been increasingly visible in some of the recent in-depth client feedback interviews we’ve done for firms. It’s connected to “commerciality” but it’s more profound than that. It’s not “technical expertise”,...

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