Author(s): Sally Dyson - Firm Sense Ltd, Will Taylor - Wiersholm, Yolanda Cartusciello - PP&C Consulting, Andrew Hedley - Hedley Consulting, David H Freeman - David Freeman Consulting Group, Kim Carr - FBC Manby Bowdler LLP, Douglas McPherson - Size 10½ Boots Ltd, James Matthews - CM.com, Scott Rechtschaffen - Littler Mendelson, Helen Hamilton-Shaw - LawNet, Paul A Williams - Shook, Hardy & Bacon LLP
Consulting editor(s): Alex Davies
Publication date: Nov 2021
Client demand for excellent service and great value from law firms is a constant but how that service is delivered and evaluated has been transformed by the COVID-19 pandemic and the digital revolution. This timely book brings together eleven legal sector experts who share their experience of the latest approaches to gaining new solicited and unsolicited feedback; mapping client journeys; measuring client service and leveraging technology. This book is an invaluable resource for anyone seeking to deliver what clients need in the way they most appreciate.
The main ideas and first-hand examples cover the key objectives, processes and outputs in client service optimisation. Being ‘client- focused’ might be overused but the book demonstrates how fine-tuning the client journey can be an effective route to differentiation and growth.
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 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.