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Optimizing Client Service: Delivering Value and Enhancing Experience

Optimizing Client Service: Delivering Value and Enhancing Experience

Author: Laura Armentano
Publisher: Ark Group
ISBN: 9781783582969
Published In: July 2017
Format: Paperback
Jurisdiction: U.K. ? Disclaimer:
Countri(es) stated herein are used as reference only

HKD 3,311.00

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In a low growth, low demand market where competition is only getting fiercer, holding on to clients has to be every law firm’s priority. And when it comes to client loyalty, legal expertise and a strong track record of results just aren’t enough. They are, in fact, just table stakes for any firm that seeks to compete on a more sustainable platform than price. What sets a firm apart in today’s market are the intangibles: empathy, inimitable client experience, and the sort of value that doesn’t show up on the bill.

With contributions from a wide range of authors working within legal services and beyond, Optimizing Client Service examines how legal services firms can achieve competitive differentiation through outstanding client service, including: designing and implementing a robust, business-wide client feedback program; developing their understanding of the client experience; and innovating in its truest sense, to deliver empathetic, valuable service.

Part One: Know Your Client

Designing a robust client feedback program

Developing a plan to make best use of client feedback

Client success through better intelligence

How KM can give clients more value

Part Two: The Client Experience

The role of client journey mapping in building sustainable competitive advantage

Using Net Promoter Score to learn what your clients really think of you

Creating an effective Client Value Proposition

Pricing and client perceptions of value

Part Three: Client Service Innovation

The astounding pleasure of service