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The Client Experience: How to Optimize Client Service and Deliver Value

The Client Experience: How to Optimize Client Service and Deliver Value

Author: Alex Davies
Publisher: Globe Law and Business
ISBN: 9781787428133
Published In: November 2021
Format: Paperback , 120 pages
Jurisdiction: International ? Disclaimer:
Countri(es) stated herein are used as reference only

List Price: HKD 1,937.00

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Description
Contents

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We all know that law is a people business. Clients buy from lawyers whom they like, respect, and trust, and they judge those lawyers and their firms on the quality of service that the firm provides, the results achieved, and whether they receive value for money. This applies to corporate, institutional, and private clients alike. For their business plans to be connected to reality, partners and law firm leaders must learn how they are perceived by their clients and adapt accordingly. They do this by listening to their clients. Historically this was through informal, fireside chats. In recent years, many firms have devised formal client listening programs, and there has been an explosion of review sites and social media channels enabling clients to leave their unfiltered and public feedback, whether solicited or not. Forward-looking firms are adopting multi-channel approaches to taking feedback to maximize the intelligence they gather and to adapt to clients’ own preferences. As ever, the most nimble and adaptable will reap the rewards.

The Client Experience: How to Optimize Client Service and Deliver Value looks at the client experience from end-to-end, from client listening programs to journey mapping, from customer audits to how legal tech can help improve the way a client interacts with a law firm throughout its relationship. A client-centric business model is essential for future law firm success and the authors of this far-reaching title utilize their own experience and real-life case studies to drill down into the importance of maintaining the one thing no business can do without: its client.

Executive summary

About the authors

Chapter 1: Client feedback has gone stereophonic: are you still listening in mono?

By Sally Dyson, director, Firm Sense Ltd

Chapter 2: Client feedback – asking the hard questions to gain the best results

By Will Taylor, client development manager, Wiersholm

Chapter 3: Client journey mapping and the customer experience

By Yolanda Cartusciello, partner, PP&C Consulting

Chapter 4: Client journey mapping as a source of sustainable competitive advantage

By Andrew Hedley, Hedley Consulting

Chapter 5: Client loyalty – Delivering exceptional client service

By David H. Freeman, JD, CEO of the David Freeman Consulting Group