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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Culture Part 1: Does Law Firm Culture Play a Role in Success or Failure?

08.23.12 | Susan Duncan

You bet it does — perhaps now more than ever. Of course this depends on how you define “success.” With so much focus on the numbers – PPPs, RPL, revenues, de-equitizing, equity versus income partners, cutting expenses, discounts and billing rates, utilization, hours – it would be easy to assume that every corporate law firm…

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