Name: Innovations in Client Experience
Brand: Ark Group
SKU: 9781783583225
Price: 2646.00 HKD
Availability: InStock
Author: Alex Davies
ISBN: 9781783583225

Innovations in Client Experience

By Alex Davies

Ark Group March 2018

Specifications

ISBN-13: 9781783583225
Publisher: Ark Group
Publication: March 2018
Format: Paperback
Jurisdiction: U.K. ? Countri(es) for reference only

Details

Client experience (CX) is by no means a new concept. Ever since the service industry came into being, providing excellent customer service has been a key concern, with particular focus on how the client experiences the service they are receiving.

Yet, client experience is rarely delivered well. Inconsistencies, errors, and an endlessly unanswered phone lead to frustration on the part of the client, and a feeling that they are worth little more than a signature on the monthly timesheet.

So, how do law firms, and individual lawyers, ensure they exceed expectations, and deliver the best customer experience possible? And what benefits – tangible and intangible – does this bring?

Innovations in Client Experience brings together a collection of global contributors, giving their thoughts and advice on how the legal profession can up its game in client experience, offering innovative strategies and pragmatic advice to those law firms concerned they need to improve their CX.

Table of Contents

Executive summary

About the authors

Chapter 1: Delivering a great client experience

Ken Grady, adjunct professor, Michigan State University College of Law

Chapter 2: To serve – the key principles of client service

Julian Summerhayes, solicitor, coach, and speaker

Chapter 3: Client journey mapping

Yolanda Cartusciello, partner, PP&C Consulting

Chapter 4: Measuring value using outcome-based strategies

Kim Carr, managing partner, FBC Manby Bowdler

Chapter 5: Client feedback – asking the hard questions to gain the best results

Nathaniel Slavin, founder and partner, Wicker Park Group

Chapter 6: The importance of listening to enhance client experience

Sally Dyson, director, Firm Sense Ltd

Chapter 7: Client experience – an expanded view of brand

Edwin Bodensiek, chief client experience offi cer, and Ryan Burruss, director of marketing, Miles & Stockbridge

Chapter 8: Technology – creating value for clients through innovative ways of working

Stephen Poor, chair emeritus, Seyfarth Shaw

Chapter 9: Enhancing the client experience with technology

Judith McKay, chief client and innovation officer, McCarthy Tetrault LLP

Chapter 10: The LawNet mark of excellence – lessons for law firms

Helen Hamilton-Shaw, member engagement and strategy director, LawNet