Articles

The Laws of Conversation

By Carl White | July 8, 2020
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CXINLAW is pleased to partner with Shannon Hubert on her project, The Laws of Conversation. This article provides an overview and how to get involved.

Engage your team to create a remarkable client experience

By Julian Lambert | July 7, 2020
CXINLAW-Engage-staff-create-remarkable-client-experience

Learn how law firms have engaged their whole team to build a truly client-focused service offering supported by a remarkable service culture.

5 ways to improve your firm’s client experience in 5 minutes

By Carl White | June 1, 2020
CXINLAW-5-WAYS-IMPROVE-YOUR-FIRMS-CLIENT-EXPERIENCE-5-MINUTES

Looking for inspiration for improve your client experience? Watch this 5 minute video to learn 5 ways to improve your firm’s client experience.

5 ways to use data-led insights to make a client-centric plan for FY21

By Carl White | May 20, 2020
cxinlaw-5-ways-to-use-data-led-insights-to-make-client-centric-plan-for-FY21

Writing your FY21 business plans will be challenging. This article outlines 5 sources of data you can use to make informed, data-led CX decisions.

3 steps to Building Client and Team Loyalty in a Crisis

By CXINLAW | April 27, 2020

Right now the CX focus must be on empathy, leadership, strength, decisiveness and a well-planned conversation with your most vulnerable clients…

The Butterfly Effect with CX

By CXINLAW | March 26, 2018
The Butterfly Effect with CX

After working in client experience for decades now, the CXINLAW team has seen first-hand how small changes and improvements in the first touch-point have seen big improvements across a firm and to its bottom line. For one law firm we worked with, it required tweaking the reception space and inquiry handling process. For another law…

How to turn satisfied clients into evangelists for your firm

By Carl White | June 23, 2017

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,…

Four ways to bring your service promise to life

By CXINLAW | May 23, 2017
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…

Mystery shopping first impressions – 5 common weaknesses

By Nancy | May 23, 2017

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…

4 keys to convert more incoming enquiries

By CXINLAW | May 23, 2017
Woman in conversation with clients

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…