March 8, 2016


How many clients are truly loyal to your firm?


You’d be surprised how huge the divide can be between perception and reality on that question.


Whenever I’m engaging with firms on a client loyalty assessment, I expect many of the partners within that firm to underrate t...

September 30, 2015

When you ask practitioners why they retain you, I’ll bet sooner or later they’ll say something like “He/she has such expertise.”


It seems to be a normal enough compliment at a glance, right? But let’s be honest here. In the landscape of professional service firms, expe...

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