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The Client Experience - How to Optimize Client Service and Deliver Value (Paperback): Alex Davies The Client Experience - How to Optimize Client Service and Deliver Value (Paperback)
Alex Davies; Sally Dyson, Will Taylor, Yolanda Cartusciello, Andrew Hedley, …
R4,540 Discovery Miles 45 400 Ships in 12 - 17 working days

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 in recent years 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.

Innovations in Client Experience (Paperback): Ken Grady, Julian Summerhayes, Yolanda Cartusciello, Kim Carr, Nathaniel Slavin,... Innovations in Client Experience (Paperback)
Ken Grady, Julian Summerhayes, Yolanda Cartusciello, Kim Carr, Nathaniel Slavin, …
R6,028 Discovery Miles 60 280 Ships in 12 - 17 working days

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.

Research Project Planning - A Comprehensive Guide for Non-Experimental Research in the Health Professions (Paperback): Jim Frost Research Project Planning - A Comprehensive Guide for Non-Experimental Research in the Health Professions (Paperback)
Jim Frost; Edited by Kim Carr, Lucy Holtsnider
R558 Discovery Miles 5 580 Ships in 10 - 15 working days
Just Another Girl's Story - A Memoir On Finding Redemption (Paperback): Shawn Eckert Just Another Girl's Story - A Memoir On Finding Redemption (Paperback)
Shawn Eckert; Foreword by Kim Carr; Illustrated by Kayla Tafoya
R324 Discovery Miles 3 240 Ships in 10 - 15 working days
The Adventures of Quint the Bookmobile - The Big Move to Roneyville (Hardcover): Kathleen a Quinton The Adventures of Quint the Bookmobile - The Big Move to Roneyville (Hardcover)
Kathleen a Quinton; Edited by Kim Carr; Illustrated by Eminence Systems
R484 R414 Discovery Miles 4 140 Save R70 (14%) Ships in 10 - 15 working days
Animal Mandala Coloring Book (Volume 6) - A Great Way To Relax & Reduce Stress (Paperback): Kim Carr Animal Mandala Coloring Book (Volume 6) - A Great Way To Relax & Reduce Stress (Paperback)
Kim Carr
R261 Discovery Miles 2 610 Ships in 10 - 15 working days
Animal Mandala Coloring Book (Volume 5) - A Great Way To Relax & Reduce Stress (Paperback): Kim Carr Animal Mandala Coloring Book (Volume 5) - A Great Way To Relax & Reduce Stress (Paperback)
Kim Carr
R261 Discovery Miles 2 610 Ships in 10 - 15 working days
Butterflies - Kids Coloring Book (Paperback): Kim Carr Butterflies - Kids Coloring Book (Paperback)
Kim Carr
R261 Discovery Miles 2 610 Ships in 10 - 15 working days
Animal Mandala Coloring Book - A Great Way To Relax & Reduce Stress (Paperback): Kim Carr Animal Mandala Coloring Book - A Great Way To Relax & Reduce Stress (Paperback)
Kim Carr
R261 Discovery Miles 2 610 Ships in 10 - 15 working days
Animal Mandala Coloring Book Volume 4 - A Great Way To Relax & Reduce Stress (Paperback): Kim Carr Animal Mandala Coloring Book Volume 4 - A Great Way To Relax & Reduce Stress (Paperback)
Kim Carr
R261 Discovery Miles 2 610 Ships in 10 - 15 working days
Animal Mandala Coloring Book - A Great Way To Relax & Reduce Stress (Paperback): Kim Carr Animal Mandala Coloring Book - A Great Way To Relax & Reduce Stress (Paperback)
Kim Carr
R261 Discovery Miles 2 610 Ships in 10 - 15 working days
Babies - Coloring Book for Kids (Paperback): Kim Carr Babies - Coloring Book for Kids (Paperback)
Kim Carr
R261 Discovery Miles 2 610 Ships in 10 - 15 working days
Fairies - Coloring Book for Kids (Paperback): Kim Carr Fairies - Coloring Book for Kids (Paperback)
Kim Carr
R261 Discovery Miles 2 610 Ships in 10 - 15 working days
Bears - Coloring Book for Kids (Paperback): Kim Carr Bears - Coloring Book for Kids (Paperback)
Kim Carr
R261 Discovery Miles 2 610 Ships in 10 - 15 working days
Butterflies - Coloring Book for Children (Paperback): Kim Carr Butterflies - Coloring Book for Children (Paperback)
Kim Carr
R261 Discovery Miles 2 610 Ships in 10 - 15 working days
Fairies - Coloring Book for Children (Paperback): Kim Carr Fairies - Coloring Book for Children (Paperback)
Kim Carr
R261 Discovery Miles 2 610 Ships in 10 - 15 working days
Animal Mandala Coloring Book (Volume 3) - A Great Way To Relax & Reduce Stress (Paperback): Kim Carr Animal Mandala Coloring Book (Volume 3) - A Great Way To Relax & Reduce Stress (Paperback)
Kim Carr
R261 Discovery Miles 2 610 Ships in 10 - 15 working days
Butterflies - Children's Coloring Book (Paperback): Kim Carr Butterflies - Children's Coloring Book (Paperback)
Kim Carr
R261 Discovery Miles 2 610 Ships in 10 - 15 working days
Super Heros - Coloring Book for Kids (Paperback): Kim Carr Super Heros - Coloring Book for Kids (Paperback)
Kim Carr
R261 Discovery Miles 2 610 Ships in 10 - 15 working days
Animals - Children's Coloring Book (Paperback): Kim Carr Animals - Children's Coloring Book (Paperback)
Kim Carr
R258 Discovery Miles 2 580 Ships in 10 - 15 working days
Mazes - Activity Book for Kids (Paperback): Kim Carr Mazes - Activity Book for Kids (Paperback)
Kim Carr
R261 Discovery Miles 2 610 Ships in 10 - 15 working days
Playtime Fun - Coloring Book for Kids (Paperback): Kim Carr Playtime Fun - Coloring Book for Kids (Paperback)
Kim Carr
R261 Discovery Miles 2 610 Ships in 10 - 15 working days
Animals - Coloring Book for Kids (Paperback): Kim Carr Animals - Coloring Book for Kids (Paperback)
Kim Carr
R261 Discovery Miles 2 610 Ships in 10 - 15 working days
Animals - Coloring Book for Kids (Paperback): Kim Carr Animals - Coloring Book for Kids (Paperback)
Kim Carr
R261 Discovery Miles 2 610 Ships in 10 - 15 working days
Bears - Children's Coloring Book (Paperback): Kim Carr Bears - Children's Coloring Book (Paperback)
Kim Carr
R261 Discovery Miles 2 610 Ships in 10 - 15 working days
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