Introducing CXINLAW

PERFECTING CUSTOMER EXPERIENCE IN LAW FIRMS

CXINLAW is a service insight and development consultancy. We assist law firms and legal providers to deliver outstanding customer and client experience that attracts and retains more business.

Following changes in the legal sector, many legal providers are looking for ways to successfully differentiate and provide their clients with real value. CXINLAW is ideally placed to help achieve this by providing client feedback, expert advice, training and development.

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The ‘Customer Experience in Law’ report

In the first study of its kind, the ‘Customer Experience in Law’ report reveals how prospective clients’ front-end customer experience is a key differentiator to law firm success. We asked our secret shoppers ‘Would you engage and recommend the firms you called?’ The results are “...a real wake up call to the industry” (Prof. Stephen Mayson).

Get your copy of the Customer Experience in Law Report Here or listen to a podcast about it first

Free Multi-point Service Evaluation

Have you ever wondered what your prospective clients think of your firm when they first make contact? And how this affects their inclination to engage your services? Using CXINLAW’s market research technology we pose as a prospective client and evaluate your front-end service experience. We then meet you for an informal presentation of our findings. If you are convinced by the results, we can talk about what could be possible at your firm and how you can achieve it.

Read more/receive a free Service Evaluation

A client's insight into CXINLAW procedures

Insight

Determine how your clients perceive you

  • Secret Shopping and Client Intercept
  • Client audits and feedback
  • Competitor intelligence
  • Employee engagement assessments

Get some Insight

Client Experience in Law Firms Development

Development

Engage and develop your people

  • Client experience strategy
  • Effective Service Leadership
  • Staff communication and engagement
  • Service education programme

Let's Develop

Client Experience in Law Firms Performance

Performance

Sustain change and higher performance

  • Client-centric system upgrades
  • Service performance coaching
  • Client experience monitoring
  • Reward and recognition

Let's Improve

Introducing CXINLAW

Following key changes in the legal landscape many law firms are looking for new ways to successfully differentiate and deliver real client value. CXINLAW assists legal providers with perfecting the client experience offered in order to attract, retain and build client share in a new and demanding environment.

We help legal providers:

  • Understand what clients value most
  • Identify the key challenges involved in client experience development
  • Execute client-centric strategies and tools to improve
  • Deliver outstanding service performance and increase profitability

"At a time of increasing pressure and competition, the stark reality is that too many firms are in fact their own competitors. They are effectively turning work away and into the arms of others, often without realising that they are doing so. The good news is that CXINLAW show exactly what needs to be worked on”  Stephen Mayson, Professor of Strategy, Director of Legal Services Institute at The College of Law

Get your copy of our 2012 client experience report.

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