The 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…

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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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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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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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