Reports
The Butterfly Effect with CX
The Butterfly Effect is a sensitive dependency on conditions in which even the slightest seemingly unrelated event can have a HUGE difference on the outcome of another. After working in client experience for over a decade now, the CXINLAW team has seen first-hand how small changes and improvements in the first touch-point have seen big improvements…
Read MoreSetting the Stage – Behind the scenes of CX
Interview with CXINLAW Director and key-author of ‘First Impressions Convert’, Carl White (Part 1/3). Carl White was born in Bath, England, before the city was listed as a World Heritage Site. He lived there with his mother for only a short time before they moved to Wales. It was during his education in Wales that…
Read MoreFirst Impressions Convert – The Top 3 Takeaways
In our latest market study, First Impressions Convert: Increasing profitability from the first touch-point (First Impressions Convert), we reveal the prospective clients’ experience when choosing a legal provider and the importance of exceptional client service as a differentiator in an increasingly client-focused environment. Key-author of First Impressions Convert, Carl White (Director of CXINLAW), believes that…
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 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 MoreCXINLAW preview latest report at ALPMA Summit Sept 2015
Carl White will be presenting at the Australian Legal Practice Managers Association Gold Coast Summit, the largest legal management conference and trade exhibition in the Southern Hemisphere.
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