Client Experience: How to Optimize Client Service and Deliver Value

Name: Client Experience: How to Optimize Client Service and Deliver Value
Brand: Globe Law and Business Limited
SKU: 9781787428133
Price: 20095.0 INR
Availability: InStock

by Yolanda Cartusciello , David H. Freeman , Kim Carr

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ISBN13: 9781787428133
Binding: Paperback
Subject: N/A
Publisher: Globe Law and Business Limited
Publisher Imprint: Globe Law and Business Limited
Publication Date: November 15, 2021
Pages: 118
Original Price: GBP 159.0
Language: English
Edition: N/A
Item Weight: 220 grams
BISAC Subject(s): Legal Profession

About The Book

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 in recent years 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.

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