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

Culture Part 2: How to Use or Adapt Culture to Succeed in the “New Normal”

08.28.12 | Posted By: Susan Duncan
Last week, our post entitled Culture Part 1: Does Law Firm Culture Play a Role in Success or Failure? discussed the components that comprise organizational culture. Every law firm has a unique set of interwoven values and characteristics that make up its culture. As firms address the substantial disruptions posed by the economy, technology and supply and Read More
rowing

What Rainmaker Traits and Skills are Required for Success?

07.31.12 | Posted By: Susan Duncan
For so many years, the term “rainmakers” has referred to partners in firms who bring in new clients and have “big books of business.”  Merriam-Webster defines a rainmaker as “A person (as a partner in a law firm) who brings in new business.”  Fifty years ago, many firms relied on only one or two or just Read More
Rainmaker