Articles
5 ways to use data-led insights to make a client-centric plan for FY21
Writing your FY21 business plans will be challenging. This article outlines 5 sources of data you can use to make informed, data-led CX decisions.
Read More3 steps to Building Client & Team Loyalty in a Crisis
Right now the CX focus must be on empathy, leadership, strength, decisiveness and a well-planned conversation with your most vulnerable clients…
Read MoreThe Butterfly Effect with CX
After working in client experience for decades now, the CXINLAW team has seen first-hand how small changes and improvements in the first touch-point have seen big improvements across a firm and to its bottom line. For one law firm we worked with, it required tweaking the reception space and inquiry handling process. For another law…
Read MoreHow to turn satisfied clients into evangelists for your firm
Most firms aim to achieve client ‘satisfaction’. Yet in a world where the bar of client experience is being rapidly raised, firms should be aiming for client service excellence. Why? Because the old adage, ‘clients are your best referrers’, has definitely held true. In fact, a study by Altman Weil found that when selecting a law firm,…
Read MoreFour ways to bring your service promise to life
What is on every law firm’s website? A promise of client service excellence. Yet, does your firm have a program in place to train teams to deliver exceptional client service? After findings revealed by a joint ALPMA/CXINLAW survey, No Second Chances, ALPMA president Andrew Barnes said “We exist in very competitive times. Law firm differentiators…
Read MoreMystery shopping first impressions – 5 common weaknesses
To acquire new clients in a cluttered marketplace you need to invest in both online and traditional marketing – you already know this. Yet, what happens when a prospect contacts your firm? Are your firm’s first impressions letting you down? In a study of Australian and New Zealand law firms, Client Experience Excellence in Law…
Read More4 keys to convert more incoming enquiries
In Legal Futures’ recent survey, only three in ten people who have a legal issue seek advice. Of those, just over half go to a lawyer. The most common reason cited by 8,192 people was an assumption that legal services would be too expensive. While this survey was from the UK, there is no reason…
Read MoreWhy partners should share client relationships
A key finding of PWC’s 2017 CEO survey was that 79% of CEO’s are concerned about evolving customer behaviours and went on to highlight that ‘customers want an experience where empathy is the centrepiece and technology is the seamless enabler’. Reinforcing this finding is the Carnegie Institute of Technology’s researchthat improving people-to-people skills is a more…
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