Does your firm provide outstanding client service?
CXINLAW are proud to be an industry partner of the NAB Professional Services Awards again this year. Driven by client feedback, the Professional Services Awards showcase the best medium to small law, accounting, conveyancing and bookkeeping firms in Australia. The Professional Services Awards are researched by FirmChecker and proudly supported by the National Australia Bank. Should your…
Read MoreThe 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 MoreSetting 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 MoreFirst 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 More9 in 10 law firms fail the ‘First Impression Test’ in 2018
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…
Read More2018 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…
Read MoreProfessional 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…
Read MoreFind out how your firm performs by participating in our 2018 Client Experience study
CXINLAW is delighted to announce our continuing association with ALPMA for the Client Experience in Law Benchmark Research 2018 report. In 2015 our ALPMA supported research highlighted the importance of first impressions and the likelihood of client enquiries converting to profitable work for law firms; 78% of enquiries fail the First Impression Test and only…
Read MoreAnnouncing our new Partnership with Beaton Research and NAB Professional Services
CXINLAW 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…
Read MoreClient Listening and Service Culture – Webinar July 27
‘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…
Read More