Optimizing Client Service: Delivering Value and Enhancing Experience

Legal Profession

Optimizing Client Service: Delivering Value and Enhancing Experience

By Laura Armentano
Ark Group July 2017

Specifications

ISBN-13
9781783582969
Publisher
Ark Group
Publication
July 2017
Format
Paperback
Jurisdiction
U.K. ? Countri(es) for reference only

Details

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.

Table of Contents

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
Being a client’s business partner
The client service mind set
Case study: Client Service Technology and Innovation

Part Four: Client Loyalty
The science behind building client engagement and loyalty to the firm
Client Loyalty: Delivering exceptional client service (Advice from master rainmakers)
Case study – The link between client experience and loyalty
From valuable to invaluable – How to add value to client relationships
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