ALPMA Summit Brisbane 2017
Thank you to all those that came and said hello to CXINLAW at this year’s exceptional and busy ALPMA Summit.
Read MoreCall for participation: Client Experience Benchmark Research 2018
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
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…
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 MoreHow 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 MoreFour 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 MoreMystery 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 More4 keys to convert more incoming enquiries
In Legal Futures’ recent survey, only three in ten people who have a legal issue seek advice. Of those, just over half go to a lawyer. The most common reason cited by 8,192 people was an assumption that legal services would be too expensive. While this survey was from the UK, there is no reason…
Read MoreWhy partners should share client relationships
A key finding of PWC’s 2017 CEO survey was that 79% of CEO’s are concerned about evolving customer behaviours and went on to highlight that ‘customers want an experience where empathy is the centrepiece and technology is the seamless enabler’. Reinforcing this finding is the Carnegie Institute of Technology’s researchthat improving people-to-people skills is a more…
Read More‘What Champions Eat for Breakfast’ Webinar – 18th May 2017
‘What Champions Eat for Breakfast’ Leading a Client Experience Excellence Programme at your Firm Join us for a FREE webinar on Thursday May 18, 2017 1:00 PM AEST. Research shows that an engaged workforce is key to better service. Organisations that excel have 1.5 times as many engaged employees as those who don’t. Our May webinar…
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