Customer Experience (CX) Part 3 – Transform Your Firm with Superior Client Experience

05.10.17 | Susan Duncan

[Note: This post is co-authored by RainMaking Oasis and Jonathan Hollenberg of HawkPartners, a marketing strategy and research firm for Fortune 500 companies.] In our prior two posts Customer Experience (CX) Part 1 – Is It Different than Customer Service  and Customer Experience (CX) Part 2 – Mapping the Client Journey, we discussed the difference…

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Customer Experience (CX) Part 2 – Mapping the Client Journey

04.26.17 | Susan Duncan

[Note: This post is co-authored by RainMaking Oasis and Jonathan Hollenberg of HawkPartners, a marketing strategy and research firm for Fortune 500 companies.] As discussed in our first post Customer Experience (CX) Part 1 – Is It Different than Customer Service, customer satisfaction often focuses on narrow and discrete touch points that clients are exposed…

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Customer Experience (CX) Part 1 – Is It Different from Customer Service?

04.12.17 | Susan Duncan

Providing exceptional and consistent client service is critical to your firm’s success, but to be a real winner, you will have to deliver an exceptional client experience (CX).  With clients now in the driver’s seat and law firms aggressively competing to hold on to clients or take work away from others, we know that excellent…

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Healthy Client Road Map: 25 Tips to Keep Clients Happy, Satisfied and Loyal

03.01.17 | Susan Duncan

Despite all the talk about clients not being loyal anymore and only being interested in pushing matters to the least expensive “bidder,”  many things about relationships still matter to most clients.  In our last blog post Sales and Service: The Loyal Client Lifecycle, we touched upon some of the ways to nurture and advance client relationships….

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Who are Law Firms Really Competing With and Why?

01.18.17 | Susan Duncan

Law firms are facing stiff competition when it comes to holding onto their clients, much less gaining market share. Given the flat growth in available legal work, law firms have been having to “steal” work from other firms to gain share. BTI Consulting’s Market Outlook and Client Service Review 2017 reports that while legal spending…

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Start 2017 Off Right: How Lawyers and BD/Marketing Teams Can Collaborate for Maximum Value

01.04.17 | Susan Duncan

In 2017, lawyers will be under more pressure than ever to succeed at business development, and yet many of them remain skeptical about whether or not CMOs, CBDOs and their teams really add value. Even at firms with the most enlightened partners in leadership roles, the role and effectiveness of business development and marketing is…

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Are Your Clients Turning into Customers?

02.19.14 | Susan Duncan

What’s the difference between a client and a customer? Lawyers, like other professional service providers, consider the term client to be more prestigious and most eschew any reference to clients as customers. But it may just be time to reconsider. First, clients are beginning to act more like custmers and second, law firms could benefit…

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New Year’s Resolution: Romance Your Clients at Every Turn

01.27.14 | Susan Duncan

As we enter into a new year, firms would do well to renew their commitment to really focusing on and taking care of their key clients.  Too often, clients are taken for granted or viewed merely as a source of revenue.  Firms focus on getting new matters, cross-selling and pitching, often without much attention to…

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Does your firm have the attributes of a world class sales organization?

10.09.13 | Susan Duncan

The Heiman Research Institute conducts an annual survey of worldwide organizations to determine what differentiates those that are the best in sales from all the others. While all types of companies were included in the survey, the report breaks out professional service firms from the rest. Relative to other types of businesses, professional service firms, a category…

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Value Post 4: How Law Firms and In-House Counsel Can Co-Create Value

05.06.13 | Susan Duncan

As we proposed in our previous post Value Post 3: Like Law Firms, GCs Must Deliver More Value to Their Clients, general counsel face many of the same pressures that their outside lawyers do when it comes to demonstrating their value to their clients – the business side of their companies. Much of the legal press…

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Value Post 3: Like Law Firms, GCs Must Deliver More Value to Their Clients

05.05.13 | Susan Duncan

Law firms have been so wrapped up in their own challenges that they often neglect to think about the fact that legal departments are also under substantial pressure to deliver value to the business. General Counsel may consider their outside lawyers a “necessary evil,” but many company executives and boards consider their in-house lawyers a…

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Value Post 2: Your Value Proposition Should be a Differentiator

04.15.13 | Susan Duncan

Our last post Value Post 1: What Does Value Mean in Law Firms? discussed the meaning of value in the law firm/client context including the ways that clients define and measure the value they receive from their lawyers. This second post explores how firms can articulate value to help them differentiate and excel in attracting, satisfying and…

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Value Post 1: What Does Value Mean in Law Firms?

| Susan Duncan

“Value” is one of the most commonly used buzzwords of the first part of this century. Everyone is talking about it, promoting it, writing about it, offering it, demanding it, trying to measure it and bragging about it. First, let’s start with the Merriam-Webster definition of value: 1: a fair return or equivalent in goods,…

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Client Feedback: 10 Steps to Determine Where Your Firm Fits on the Satisfaction and Loyalty Curve

01.08.13 | Susan Duncan

In our last blog post In 2013, Will More Firms Finally Understand that Client Feedback = Better Revenue and Profitability?, we discussed why it is critical to seek feedback from clients and to ensure that they are not only satisfied but extremely satisfied. Extremely satisfied clients lead to truly loyal clients who are much more profitable to…

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In 2013, Will More Firms Finally Understand that Client Feedback = Better Revenue and Profitability?

01.03.13 | Susan Duncan

According to a recent ALM Legal Intelligence Survey, 68% of law firms put “Growing the Firm’s Revenue” as their top business strategy priority and 54% listed “Improving Firm Profitability” as their number three priority. “Client Performance Management and Client Satisfaction Measurement” was a fourth priority, however, only 56% of law firms said they plan to track…

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