'78% of Australian law firms in this research fail the first impressions test'

'No Second Chance' 2015 CX Benchmark

Research by CXINLAW in association with Australiasian Legal Practice Management Association.

Find out;
– How 78% of Australian law firms drive prospective clients to their competitors

– Why only 1 in 5 clients would recommend the firm they used to others
– Why differentiators are difficult to identify and leverage in the 'Age of the Client'

No Second Chance: The Importance of First Impressions to Law Firms Report

About the author

Carl White
Director CXINLAW

Passionate about the clients' experience of professional services, Carl White entered the legal sector with Ashurst in 2002. He is the UK founding director of CXINLAW in 2012 and Australasia in 2014.

As an influencer and champion of Client Experience in the law sector, Carl has written and presented extensively on the subject in Australia and overseas.

Currently a faculty member of the Centre for Legal Innovation, he is recognised in both Australia and the UK as the industry's Chief Experience Officer.

Carl has a clear perspective on what it takes to successfully differentiate a legal firm in today’s world.


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