‘No Second Chance: The Importance of First Impressions to Law Firms’ by CXINLAW
Understanding Your Customers' Experience - Carl White CXINLAW
Watch the full presentation via the ALPMA On-Demand Learning Centre >
Published on Sep 30, 2015
The Customer Experience in Law 'Radio Show'
In this first edition of the CXINLAW radio show Carl White, Partner in CXINLAW talks about the background behind the new Customer Experience in Law report launched in 2012.
The research and report used secret shopping techniques commonly found in the retail sector to assess the service provided by 100 law firms in the UK when dealing with a new legal enquiry.
Carl interviews two of the lead secret shoppers on the show to understand what they experienced and how it affected their potential buying behaviour and opinion of legal service providers.
Practical advice for law firms is also highlighted on the show.