In 2012, Fieldfisher’s HR director Graham de Guise suggested that one of the biggest issues preoccupying the firm was: “How you treat people in a recession will determine how many people stay with you in an upturn.” It appears that...
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Did you know that it costs 5 to 20 times as much to acquire a new client than keep an existing one? Repeat revenues, recommendations and referrals all stem from loyal customers and we’ll look at key areas including understanding the difference between...
The Legal Services Consumer Panel announced in May that nearly half (44%) of consumers are dissatisfied with the service they receive but do not complain. How can we work to lower this figure? Should firms welcome complaints at all? Well, let’s...
