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How marketers can shape the client experience

By Beverly Landais, Marketing & BD Director, Saunderson House

19 August 2015

What does it take to shape a high-quality client experience? How do you encourage effective and long-term client/adviser relationships? What is the role of the marketing department in achieving this? These are the questions that every professional services marketer should contemplate with a view to taking personal action. For me, nothing can be more important than truly understanding the activities and actions that can deliver a more satisfied client.

To my mind, it is as simple as this: in a highly competitive and complex business environment, the firms that put shaping a stand-out client experience at the heart of their business will be more successful in every way than those that do not. Such firms will attract and retain the best talent, win the most professionally satisfying as well as profitable work, and be recognised by clients as true partners to their business success.

What of the role of marketing in all of this? I firmly believe that marketers ...

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