The Client Experience: How to Optimize Client Service and Deliver Value

Law is a people business, and clients judge lawyers and their firms on the quality of service, results achieved, and value for money. To adapt, partners and law firm leaders must learn how they are perceived by their clients and adopt multi-channel approaches to taking feedback. The Client Experience: How to Optimize Client Service and Deliver Value looks at the client experience from end-to-end, including client listening programs, journey mapping, customer audits, and legal tech.

Format: Paperback / softback
Length: 118 pages
Publication date: 15 November 2021
Publisher: Globe Law and Business

Law is undeniably a people business, where clients choose to engage with lawyers they like, respect, and trust, and ultimately judge their firms based on the quality of service provided, the successful outcomes achieved, and the perceived value for their money. This applies to corporate, institutional, and private clients alike, as they seek legal expertise to support their business plans and navigate legal complexities.

To ensure that their business plans align with reality, partners and law firm leaders must understand how their clients perceive them and adapt accordingly. This involves actively listening to their clients, a practice that has traditionally taken place through informal, fireside chats. However, in recent years, many firms have implemented formal client listening programs, leveraging review sites and social media channels to gather unfiltered and public feedback from clients, whether solicited or not.

Forward-looking firms are embracing a multi-channel approach to feedback collection, leveraging various channels to maximize the intelligence they gather and tailor their services to meet clients' unique preferences. By adopting a client-centric business model, law firms can differentiate themselves from their competitors and cultivate long-lasting relationships with their clients.

The Client Experience: How to Optimize Client Service and Deliver Value delves into the comprehensive client experience, covering end-to-end aspects such as client listening programs, journey mapping, customer audits, and how legal tech can enhance the client-law firm interaction throughout the relationship. The authors, drawing from their own experience and real-life case studies, emphasize the importance of maintaining a client-centric approach as a key factor for future law firm success.

In conclusion, law is a people business, and clients seek legal expertise from firms they trust and value. By actively listening to their clients, adopting a client-centric business model, and utilizing various channels to gather feedback, law firms can optimize client service and deliver value, fostering long-lasting relationships and achieving success in the competitive legal landscape.

Weight: 226g
Dimension: 156 x 234 x 12 (mm)
ISBN-13: 9781787428133