Customer Experience (CX) Part 3 – Transform Your Firm with Superior Client Experience

05.10.17 | Posted By: Susan Duncan
[Note: This post is co-authored by RainMaking Oasis and Jonathan Hollenberg of HawkPartners, a marketing strategy and research firm for Fortune 500 companies.] In our prior two posts Customer Experience (CX) Part 1 – Is It Different than Customer Service  and Customer Experience (CX) Part 2 – Mapping the Client Journey, we discussed the difference Read More
Change Improvement Development Adjust Transform Concept

Customer Experience (CX) Part 2 – Mapping the Client Journey

04.26.17 | Posted By: Susan Duncan
[Note: This post is co-authored by RainMaking Oasis and Jonathan Hollenberg of HawkPartners, a marketing strategy and research firm for Fortune 500 companies.] As discussed in our first post Customer Experience (CX) Part 1 – Is It Different than Customer Service, customer satisfaction often focuses on narrow and discrete touch points that clients are exposed Read More
Business team and cogs

Customer Experience (CX) Part 1 – Is It Different from Customer Service?

04.12.17 | Posted By: Susan Duncan
Providing exceptional and consistent client service is critical to your firm’s success, but to be a real winner, you will have to deliver an exceptional client experience (CX).  With clients now in the driver’s seat and law firms aggressively competing to hold on to clients or take work away from others, we know that excellent Read More
customer concept with business elements

Collaboration: Walking the Talk at Morgan Lewis

03.29.17 | Posted By: Susan Duncan
[Note: This article is being published with the permission of our client, Morgan Lewis & Bockius.] Two of our previous posts on collaboration, True Collaboration Drives Profitability and Collaboration: The Next Law Firm Frontier, discussed the benefits of collaborative cultures and approaches to client representation.   But both articles also alluded to the reasons why collaboration Read More

True Collaboration Drives Profitability and Client Loyalty

03.15.17 | Posted By: Susan Duncan
Collaboration in the workplace is widely recognized as an important success factor in the most effective organizations. It is necessary in order to build and share knowledge, accelerate innovation, break down silos and facilitate connectivity.  A recent Harvard study found that managers and employees now spend 50% or more time in collaborative activities than they Read More

Healthy Client Road Map: 25 Tips to Keep Clients Happy, Satisfied and Loyal

03.01.17 | Posted By: Susan Duncan
Despite all the talk about clients not being loyal anymore and only being interested in pushing matters to the least expensive “bidder,”  many things about relationships still matter to most clients.  In our last blog post Sales and Service: The Loyal Client Lifecycle, we touched upon some of the ways to nurture and advance client relationships. Read More

Sales and Service: The Loyal Client Life Cycle

02.15.17 | Posted By: Susan Duncan
Law firms continue to compete aggressively for new clients and new work from existing clients.  We know from recent surveys by Citi and Altman Weil that client demand for outside lawyers remained flat in 2016 and is expected to do so again in 2017.  With the same or less work to go around, this means Read More
Finger about to press customer loyalty button. Concept for illustration of sales process.

Succession Planning for Firm Leaders

02.01.17 | Posted By: Susan Duncan
This article was written by Tory Ruttenberg, who is a RainMaking Oasis Affiliate Consultant and President of Ruttenberg Consulting, LLC and was originally published in PD Quarterly magazine.  It is reprinted here with permission from both. Due to the unique nature of law firms, succession planning can be more difficult for them than for other Read More
Captain

Who are Law Firms Really Competing With and Why?

01.18.17 | Posted By: Susan Duncan
Law firms are facing stiff competition when it comes to holding onto their clients, much less gaining market share. Given the flat growth in available legal work, law firms have been having to “steal” work from other firms to gain share. BTI Consulting’s Market Outlook and Client Service Review 2017 reports that while legal spending Read More
Man with binoculars Spying to business competitors.