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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 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.
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.
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