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 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

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.

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.

Are Your Clients Turning into Customers?

02.19.14 | Posted By: Susan Duncan
What’s the difference between a client and a customer? Lawyers, like other professional service providers, consider the term client to be more prestigious and most eschew any reference to clients as customers. But it may just be time to reconsider. First, clients are beginning to act more like custmers and second, law firms could benefit Read More

Value Post 4: How Law Firms and In-House Counsel Can Co-Create Value

05.06.13 | Posted By: Susan Duncan
As we proposed in our previous post Value Post 3: Like Law Firms, GCs Must Deliver More Value to Their Clients, general counsel face many of the same pressures that their outside lawyers do when it comes to demonstrating their value to their clients – the business side of their companies. Much of the legal press Read More

Value Post 1: What Does Value Mean in Law Firms?

04.15.13 | Posted By: Susan Duncan
“Value” is one of the most commonly used buzzwords of the first part of this century. Everyone is talking about it, promoting it, writing about it, offering it, demanding it, trying to measure it and bragging about it. First, let’s start with the Merriam-Webster definition of value: 1: a fair return or equivalent in goods, Read More

In 2013, Will More Firms Finally Understand that Client Feedback = Better Revenue and Profitability?

01.03.13 | Posted By: Susan Duncan
According to a recent ALM Legal Intelligence Survey, 68% of law firms put “Growing the Firm’s Revenue” as their top business strategy priority and 54% listed “Improving Firm Profitability” as their number three priority. “Client Performance Management and Client Satisfaction Measurement” was a fourth priority, however, only 56% of law firms said they plan to track Read More

“Effective Client-Adviser Relationships 2012” Part 1: Role of Management

10.01.12 | Posted By: Susan Duncan
This post is one of four that discusses the findings of a survey conducted jointly by the Financial Times (FT), the Managing Partners’ Forum’ (MPF) and Meridian West. The survey results were pre-viewed at a one day conference hosted by PM Forum in London on September 27. The posts reflect findings from the survey, sessions Read More