CLIENT SERVICE AND LOYALTY SERVICES
Client loyalty is increasingly difficult to earn and sustain. Heightened focus by clients on efficient, cost-effective and innovative service delivery – while trying to do more in-house and through automation – makes it more difficult for businesses to remain a dominant firm of choice. Providing superior, seamless and consistent service to clients has become essential to delivering the level of value and satisfaction clients need and demand.
“BUILDING ENDURING CLIENT LOYALTY: A GUIDE FOR LAWYERS AND THEIR FIRMS”
This Special Report was published by Globe Law and Business in 2021 and written by RainMaking Oasis founder, Susan Saltonstall Duncan. This book addresses the key components of building superior client relationships that result in greater loyalty and long-term success. Featuring case studies and insights from leading companies and business professionals responsible for law firm selection and oversight, it covers legal operations, innovation and client development, and includes a wealth of practical suggestions. The book is available for purchase through Amazon or Globe Law and Business.
CLIENT FEEDBACK & NEEDS ASSESSMENTS
Gauging and enhancing client satisfaction and identifying future needs are critical to retaining, strengthening and perpetuating the most loyal client relationships. Loyal clients are the cornerstone of enhanced firm growth and profitability. Our feedback and research interviews help firms gather input directly from their clients to assess current service and relationship strengths and weaknesses and identify areas for improvement and expansion.