CX

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

CX Reports

First Impressions Convert

2018 Report

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No Second Chance

2015 Report

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Customer Experience in Law

2011 Report (Abridged)

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CX Insights

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 ...

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? ...

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? ...

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 ...

4 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 ...

Why 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 ...

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