AU +61 3 9005 6833

How to Build a Remarkable Service Culture

Where: The College of Law, Melbourne.
When: February 15, 2019 – 10.30-11.30am.

In this session you will learn;

• The impact of customer service on your client’s expectation of law

• The four key building blocks for driving Client Experience improvements

• How to use design thinking and customer journey maps to uplift the client experience

• How to embed new service culture into the client experience to consistently “WOW” clients

Please contact the College of Law for more info.

College of Law
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Do your clients love working with you?

Award your firm for providing outstanding client service.

Driven by client feedback, the Professional Services Awards showcase the best medium to small law, accounting, conveyancing and bookkeeping firms in Australia.

The NAB Professional Services Awards provide a tangible signal of excellence to your current and prospective clients.

Entries are now open
NAB-Professional Services Awards 2018
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In 2018 we researched a range of 50 small-to-midsize Australian law firms across a range of law practice areas on the quality and impact of prospective client interactions with legal staff.

What do you think we found?

Find out in our 2018 CX Benchmark report; 'First Impressions Convert - Increasing Profitability from the First Touch Point'.

Get your copy here
Realise Your Client Experience Advantage

CXINLAW is the recognised partner to law firms of Client Experience strategy, education and development. We help organisations create an inspired service culture and a profitable driver for success by realising their Client Experience advantage.

Client Experience Challenges

  • You recognise that differentiators in law are hard to find and leverage and Client Experience is the only way to outperform in today’s buyers market.
  • You think your clients’ are satisfied but you’re not certain if that’s enough or how to increase client instructions, loyalty and referrals by doing better.
  • You are concerned that a poor first impression and lack of client focus risks an investment in marketing and the firm’s financial goals.
  • You want to know what the firm’s experience actually looks and feels like from the perspective of clients and you’re unsure how to secure useful client insight.
  • You understand the importance of client excellence and require leaders and teams to respond positively to client feedback and champion service in their role.
  • You are looking for strategies to educate, embed and continually improve the delivery of superior service to clients.
What are your Client Experience Challenges?
Centre for Legal Innovation
ALPMA
Lawyers Weekly
Law Society of NSW
Law Society Gazette
Three proven workstreams for Client Experience Success
Client insights and strategy

Determine how clients perceive you to develop and lead your firm's Client Experience strategy.

Service education and development

Activate and engage your people in the delivery of Client Excellence with essential skills and capabilities.

CX innovation and consulting

Design the clients’ experience and embed the new service culture in your firm to leverage its competitive advantage.

Client Experience Success Program

Everything you need to create an inspired and profitable service culture.

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Lead

Partner with us to develop and champion a strategic improvement program.

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Monitor

Mystery Client assessment and client listening tools for NPS® insight staff can act on.

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Learn

Employee engagement and service training to embed new skills and capabilities.

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Innovate

Brilliant service design for effortless delivery and client delight at every touch-point.

"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, College of Law

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