General
How to Create an Innovative Service Culture that Clients Value
This video explains the importance of embedding a remarkable service culture in law firms to consistently fulfil client expectations.
Read MoreMapping the client journey – taking the guesswork out of client expectations
This video discusses client journey mapping, a method to help law firms gain empathy & insight to their client’s experience as they navigate the firm.
Read MoreLegal Innovation & the Client Experience podcast
Carl White was a guest on the Future of Law podcast, with Dan Hunter. They discuss why exceptional client experience is sits in the heart of innovation.
Read More3 steps to Building Client and 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 MoreDoes your firm provide outstanding client service?
CXINLAW are proud to be an industry partner of the Client Choice Awards again this year. Driven by client feedback, the Client Choice Awards showcase the best medium to small law, accounting, conveyancing and bookkeeping firms in Australia. The Client Choice Awards are researched by FirmChecker and proudly supported by the National Australia Bank. Should your firm…
Read More9 in 10 law firms fail the ‘First Impression Test’ in 2018
That’s one of the many significant findings revealed in the 2018 research report by Client Experience specialists CXINLAW. ‘First Impressions Convert: Increasing Law Firm Profitability From the First Touch-point’, supported by the Australasian Legal Practice Management Association (ALPMA), found that; 88% of initial enquiry contact with law firms did not deliver a very positive result for…
Read More2018 Client Experience in Law Benchmark Report due for release in February
CXINLAW, in collaboration with ALPMA, will soon release our ‘First Impressions Convert – Increasing Profitability from the First Touch Point’ – 2018 Benchmark Report. Assessing 50 Australian law firms using our 2018 Mystery Shopping benchmark, we measured how likely prospective clients would be to engage and recommend the providers they spoke with. Our 2015 report highlighted…
Read MoreProfessional Services Awards 2017 Winners Announced
The NAB and Beaton Research Professional Services Awards have announced their winners for 2017. These awards celebrate the best medium-to-small law, accounting, bookkeeping, and conveyancing firms – as judged by those who matter most – your clients. “Winners were chosen through a rigorous analysis of real clients’ opinions. A weighted average of performance ratings from both business…
Read MoreFind out how your firm performs by participating in our 2018 Client Experience study
CXINLAW is delighted to announce our continuing association with ALPMA for the Client Experience in Law Benchmark Research 2018 report. In 2015 our ALPMA supported research highlighted the importance of first impressions and the likelihood of client enquiries converting to profitable work for law firms; 78% of enquiries fail the First Impression Test and only…
Read MoreAnnouncing our new Partnership with Beaton Research and NAB Professional Services
CXINLAW is pleased to announce that we have partnered with Beaton, the trusted researchers of the Financial Review Client Choice Awards, to support the first NAB Professional Services Awards from FirmChecker. Why you should enter The NAB Professional Services Awards will celebrate the best medium to small law, accounting, bookkeeping and conveyancing firms – as…
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