by Caroline Bateman | Sep 1, 2026 | PM Magazine
Client experience is shaped by many small moments, says Caroline Bateman. Mapping those touchpoints helps us see what works and where change is needed. For any law firm, technical expertise matters. Clients need trusted advice, clear guidance and confidence that their...
by Laurence Cheney | Sep 1, 2026 | PM Magazine
Collecting feedback is easy. Acting on it consistently to build a rewarding client experience is not, says Murgitroyd’s Laurence Cheney. As I prepare to move into the newly created role of Head of Clients, I have been reflecting on a question that many professional...
by James Lumley | Sep 1, 2026 | PM Magazine
Mystery shoppers have prowled the supermarket aisles for decades. Now they’re phoning law and accountancy firms. But what do they actually catch? How do you mystery shop a professional services firm? You can hardly wander in with a basket. “It’s a lot harder than a...
by James Lumley | Sep 1, 2026 | Editor's picks, PM Magazine
What is ‘client experience’? And should we care? Byline.London’s James Lumley asks the experts and discovers that it’s much more than a survey. There is a newish buzzword going round marketing departments at professional services firms: client experience. It’s the...
by Matt Baldwin | Sep 1, 2026 | News, PM Magazine
Melanie Bancroft Sheffield solictors Hall Brown has appointed Melanie Bancroft as its first Head of Marketing and Business Development. She was previously a business development manager at Irwin Mitchell. Deborah King Keidan Harrison in London has appointed Deborah...
by Matt Baldwin | Sep 1, 2026 | News, PM Magazine
Thanks to Nicholas Barrows and the beautifully refurbished offices of Devonshires for hosting the Profile members’ breakfast meeting near sunny Finsbury Circus Gardens. Twelve people representing architects, surveyors, developers, consultants, lawyers and real estate...
