Category Archives: Marketing research

Rating Customer Satisfaction – The ‘Zone of Affection’

Posted on September 23, 2011 by Jon Hepburn - Marketing Consultant

Overview by David Mort, Client Marketing Director at Legallybetter.com

In 1997, three Harvard professors suggested that only clients rating a service 5 out of 5 on a client satisfaction rating could be assumed to be loyal clients unlikely to switch to another supplier.

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Article Categories: Marketing research, Professional opinion
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Getting client feedback, Acting on the results – Part 1 of 2

Posted on September 18, 2011 by Jon Hepburn - Marketing Consultant

The  SRA’s new ‘Outcomes-focused’ regulations are just around the corner and client feedback measurement is an important part of regulatory compliance. This posting is quite straight forward but packed full of useful information – it does what it says in the title.

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Article Categories: Marketing for Law Firms, Marketing research, Marketing Tips
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Customer research – the unsung hero of marketing

Posted on August 15, 2011 by Jon Hepburn - Marketing Consultant

How did the apparently all-powerful retailers get to where they are today? By researching what their customers wanted and adapting accordingly. All businesses should, but not all do – especially smaller firms. Customer research particularly so and below is a quick look at why it is important.

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Article Categories: Marketing research, Marketing Tips
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