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Innovations in Client Experience

Innovations in Client Experience

Author: Alex Davies
Publisher: Ark Group
ISBN: 9781783583225
Published In: March 2018
Format: Paperback
Jurisdiction: U.K. ? Disclaimer:
Countri(es) stated herein are used as reference only

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Description
Contents

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.

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