Susan Saltonstall Duncan has always been a leader in our industry, guiding law firms and other service providers to understand and deliver on a true value proposition. She has made a name for herself as a practical, thoughtful leader focused on ensuring that clients are “delighted.” Susan has insight ranging across the legal landscape, grounded in real-life issues and actionable advice. This book, Building Enduring Client Loyalty, brings together Susan’s counsel and leadership and, given the environment we are working in currently, her advice is even more relevant and needed. As clients search for their footing in the modern world and turn to their legal providers for far more, Susan’s advice is timely and focused. She covers how to build a framework that ensures the right client focus but she also includes incredibly important advice on issues such as succession planning and onboarding new client relationships. Of particular note, Susan includes a “healthy client roadmap” that lays out the core principles and practical steps to making us all more client-focused and driven to build client loyalty. I highly recommend Building Enduring Client Loyalty to legal service providers in all industries.

Lisa Damon, Partner, Seyfarth Shaw LLP