Dec 15, 2025
“Curiosity and empathy – the human edge behind business success” … article contributed by yours truly to PSMG’s Centrum
seen from Sri Lanka
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“Curiosity and empathy – the human edge behind business success” … article contributed by yours truly to PSMG’s Centrum
“The Power of Connection: Turning Relationship Data into Growth Strategy” at LMA Midwest ’25 - October 9-10 in Chicago - with Introhive’s Adam Stewart, Mayer Brown’s Dave Southern, and yours truly
🔗 Want to turn relationship data into strategic growth? Join us at the 2025 LMA Midwest Regional Conference for “The Power of Connection: Turning Relationship Data into Growth Strategy”—a forward-thinking session moderated by Adam Stewart of Introhive, and panelists Dave Southern of Mayer Brown, and Roy Sexton of Vedder Price. You’ll learn how to: 🔍 Use connected data to uncover whitespace…
InsidePractice’s “The State of Client Intelligence” webinar on October 7 with Pamela Cone, Aubrey Bishai, and yours truly
From InsidePractice: Ahead of November’s Law Firm Client Intelligence conference (Chicago Nov 5) – Join us for a dynamic virtual discussion on The State of Client Intelligence in today’s legal profession. Register here: https://www.insidepractice.com/the-state-of-client-intelligence-in-todays-legal-profession Join Pamela Cone, and guest speakers Roy Sexton, Chief Marketing Officer at Vedder…
Baby’s first keynote … “Beyond the Algorithm: The Human Side of Client Intelligence” with Inside Practice
Baby’s first keynote (sort of … at least one focused on such a substantive topic and not requiring costume changes, sequins, or showtunes). Thank you, Pamela Cone, ISSP-SA, Daniel Smallwood, Tim Hart, and Inside Practice. I hope you don’t live in regret of this decision. I truly am honored and looking forward to this dynamic program. November 5 in Chicago – see you there:…
Discover Your Pot of Gold: Client Feedback is Client Intel
Do you know what your customer or client is saying about you? When is the last time you “Googled” your organization? Why are these actions important?
Instead of jumping on the defensive about what your customers or clients are saying about you, take that information and convert it into intelligence for your business. Feedback can help you hone in on your organization’s flaws. You then have the opportunity to create a framework for feedback to stay ahead of your competitors.
Here are a few ways you can exploit your weaknesses and make them strengths:
Creating a process within your organization to receive customer feedback
Use social media in your data collection process
After data validation, convert customer feedback into your organizations process
Build best practices and lessons learned into your process to assess improvements
As part of your process make sure to notify your customer of your improvements through a feedback loop
Train your employees to look for client opportunities and feedback
Creating avenues for client intelligence through feedback can catapult your business ahead of your competitors. Successful organizations make it a priority to not only establish customer feedback and track the progress, but also implement recommendations and close the loop by informing customers of their changes. Are you sitting on a pot of gold?
Client Intelligence – Don’t’ Stand So Close to Me
Client intelligence is a term that’s too often bandied about....”Do we have enough intel?” “Let’s do a data call” or even “let’s mindmap”. Too often, we hide behind the term client intelligence as a means of avoiding direct (and potentially rejecting) interactions and conversations with our targets and clients. Intelligence is out there and it is useful…but it is also a bit creepy. I admire a vendor that takes the time find out the basics of my company and presents a reasonable and solid proposition. I don’t do business with the vendor that not only knows my business, but also knows that I garden, my birthday is in August, and that I don’t like oysters. There is no single bit of data or “client intelligence” that you’re ever going to receive that will suddenly unlock a client and have them fall into your books. Taking the time to speak with your clients in a focused manner in order to build (or even expand upon) a relationship will provide you with intelligence and understanding uniquely shaped to your relationship.
We don’t do business with the person who knows us like no other, we do business with the person who has the give and take to build a relationship and just a shovel to mine data.