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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Professional Services Awards 2017 Winners Announced

Professional Services Awards 2017 Winners Announced

The NAB and Beaton Research Professional Services Awards have announced their winners for 2017. These awards celebrate the best medium-to-small law, accounting, bookkeeping, and conveyancing firms – as judged by those who matter most – your clients. “Winners were chosen through a rigorous analysis of real clients’ opinions. A weighted average of performance ratings from both business…

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Announcing our new Partnership with Beaton Research and NAB Professional Services

NAB Professional Services Awards

CXINAW is pleased to announce that we have partnered with Beaton, the trusted researchers of the Financial Review Client Choice Awards, to support the first NAB Professional Services Awards from FirmChecker. Why you should enter The NAB Professional Services Awards will celebrate the best medium to small law, accounting, bookkeeping and conveyancing firms – as…

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Client Listening and Service Culture – Webinar July 27

Woman with two signs, one happy, one frowning

‘What your clients and employees could tell you about your client service culture – and what to do about it’ Join us for a FREE Webinar on Thursday July 27, 2017 1:00-2:00PM AEDT. Today’s service leaders understand that delivering an outstanding Client Experience creates a profitable and sustainable advantage for them that others will find hard to…

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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,…

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Four ways to bring your service promise to life

Businessman giving the thumbs up

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…

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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…

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