by Anna Lake | Sep 1, 2026 | PM Magazine
Anna Lake explains why client journey measurement goes beyond onboarding. Many professional services firms tell me they are measuring their client journeys. But when we scratch the surface, they are often looking at only a small part of the experience: the first...
by Anna Lake | Sep 1, 2025 | PM Magazine
Does your ‘out of office’ leave clients in the cold, asks Anna Lake. By the time you’re reading this, you’ll either be breathing a sigh of relief at the return of the term-time routine or gearing up to take a holiday now the prices have normalised and all those pesky...
by Anna Lake | Mar 12, 2023 | PM Magazine
I am writing this piece at the beginning of April. So much has changed since the start of March and who knows where we’ll be by the time you’re reading these words. I suspect we will still be in some form of lockdown but hopefully the feelings of panic will have...
by Anna Lake | Mar 10, 2023 | PM Magazine
Anna Lake looks at the need for client feedback. I thoroughly enjoy hearing the results of the annual Marketing Leaders’ Benchmark survey and this year was no exception. However, I was a little perplexed by a couple of the stats relating to the highest priority...
