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'First Impressions Convert - Increasing Profitability from the First Touch Point'

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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.

Client Experience Challenges
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.

"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

Client Experience Success Program

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

Lead

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

Monitor

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

Learn

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

Innovate

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

CX Success and Client Benefits
Increase in Client Instruction
%
Increase in Fees Billed
%
Increase in Profits
%
Increase in Retained Clients
%
Increase in Client Referrals
%

Build your business case

Legal providers that work with CXINLAW and succeed in this area benefit in the following ways:

  • Client instructions increase by at least 20% producing more revenue for the firm and a higher return on current marketing spend
  • Revenue generating improvements to client service delivery at little or no cost leading to more profitable work being secured, retained and recommended
  • Significant gains in speed and efficiency by lawyers and support roles allowing fee earners to be more productive throughout the lifecycle of a matter
  • High engagement and staff ownership of the firm's Client Experience goals and the development of your service culture
  • Staff skilled in client service and sales resulting in 35% higher client loyalty and promotion and the achievement of the firm's financial goals
  • Happier clients resulting in more successful client relationships, bills paid on time from the outset and positive word of mouth in your marketplace
  • Become a recognised legal provider and employer of choice  
Build your business case

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