Reports

The Butterfly Effect with CX

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…

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Setting the Stage – Behind the scenes of CX

The Butterfly Effect with 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…

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First 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…

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9 in 10 law firms fail the ‘First Impression Test’ in 2018

2018 CX Benchmark Report Cover

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…

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2018 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…

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