Description
Book SynopsisClient experience (CX) is by no means a new concept. Ever since the service industry came into being, providing excellent customer service has been a key concern, with particular focus on how the client experiences the service they are receiving. Yet, client experience is rarely delivered well. Inconsistencies, errors, and an endlessly unanswered phone lead to frustration on the part of the client, and a feeling that they are worth little more than a signature on the monthly timesheet. So, how do law firms, and individual lawyers, ensure they exceed expectations, and deliver the best customer experience possible? And what benefits - tangible and intangible - does this bring? Innovations in Client Experience brings together a collection of global contributors, giving their thoughts and advice on how the legal profession can up its game in client experience, offering innovative strategies and pragmatic advice to those law firms concerned they need to improve their CX.
Table of ContentsExecutive summary About the authors Chapter 1: Delivering a great client experience Ken Grady, adjunct professor, Michigan State University College of Law Chapter 2: To serve - the key principles of client service Julian Summerhayes, solicitor, coach, and speaker Chapter 3: Client journey mapping and the customer experience Yolanda Cartusciello, partner, PP&C Consulting Chapter 4: The importance of client experience and what "stellar service" looks like Kim Carr, managing partner, FBC Manby Bowdler Chapter 5: Client feedback - asking the hard questions to gain the best results Nathaniel Slavin, founder and partner, Wicker Park Group Chapter 6: The importance of listening to enhance client experience Sally Dyson, director, Firm Sense Ltd Chapter 7: How CX leads to next-generation branding and creates business chemistry Edwin Bodensiek, chief client experience officer, and Ryan Burruss, director of marketing, Miles & Stockbridge Chapter 8: Technology and the client relationship: moving to a new paradigm Stephen Poor, chair emeritus, Seyfarth Shaw Chapter 9: Enhancing the client experience with technology Judith McKay, chief client and innovation officer, McCarthy Tetrault LLP Chapter 10: The LawNet mark of excellence - lessons for law firms Helen Hamilton-Shaw, member engagement and strategy director, LawNet
