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The Butterfly Effect with CX

By CXINLAW | March 26, 2018
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 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…

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…

Why partners should share client relationships

By CXINLAW | May 23, 2017
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 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…

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