Knowledge

In this space you will find a range of resources to help you build on your firm's culture of Client Experience Excellence.

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…
Read More
The Butterfly Effect with CX

Setting 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 More

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…
Read More

How to turn satisfied clients into evangelists for your firm

Most firms aim to achieve client ‘satisfaction’. Yet in a world where the bar of client experience is being rapidly raised, firms should be aiming for client service excellence. Why? Because the old adage, ‘clients are your best referrers’, has definitely held true. In fact, a study by Altman Weil found that when selecting a law firm,…
Read More
Businessman giving the thumbs up

Four ways to bring your service promise to life

What is on every law firm’s website? A promise of client service excellence. Yet, does your firm have a program in place to train teams to deliver exceptional client service? After findings revealed by a joint ALPMA/CXINLAW survey, No Second Chances, ALPMA president Andrew Barnes said “We exist in very competitive times. Law firm differentiators…
Read More

Mystery shopping first impressions – 5 common weaknesses

To acquire new clients in a cluttered marketplace you need to invest in both online and traditional marketing – you already know this. Yet, what happens when a prospect contacts your firm? Are your firm’s first impressions letting you down? In a study of Australian and New Zealand law firms, Client Experience Excellence in Law…
Read More