The 2016 Competition and Markets Authority (CMA) report found that ‘the legal services sector is not working well for individual consumers and small businesses. These consumers generally lack the experience and information they need to find their way around the legal services sector and to engage confidently with providers’. Stating too that clients find it difficult to “make informed choices because there is very little transparency about price, service and quality”.
In this article, first published in The Look Out, Sue Bramall and James Brindley of TLO Risk Services look at how mystery shopping can reduce the risk of client complaints, the areas in which law firms tend to receive most complaints, and other improvements that might be identified by a mystery shopping exercise.
Lawyers often tell me that they are bombarded with marketing opportunities. They face a constant assault in the shape of sales calls from advertising agencies, search consultants, conference organisers and even charities; and it can be difficult to spot the snake oil from the genuine opportunitiesKnowing which opportunities to investigate and which to ignore can be difficult if your firm does not have a detailed budget to accompany your marketing plan.
In this article, first published on the Law Society Gazette website, Sue Bramall explores the new standards for diversity in HP’s legal team and what this might mean for the diversity of legal service providers in the UK.
If you're looking to relaunch your firm's website, or develop a site for a new firm, you need to know the common pitfalls to avoid, to give you the best chance of success. Sue Bramall and Peter Wright offer some real-life cautionary tales.
Berners Marketing is delighted to welcome Sarah Dyas to the team as our new head of legal content.
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