CXINLAW specialise in client and customer experience development within the legal sector. Integrating our experience from across sectors, we have developed a suite of services that are ideally taken in a step by step process to continuously improve client and prospective client performance and exceed client and customer expectations.
Client insights and strategy, Service education and development and CX innovation and consulting represent clusters of reinforcing services that integrate client perspective feedback, engage training, process and environmental upgrades and tools that actively support the long window of development, all of which assures results and achieves a return on investment.
Client insights and strategy
CXINLAW works with Corporate and Consumer based Law firms, Chambers and ABS legal providers keen to place customers and clients at the heart of the legal business.
A key part of this approach is gaining robust, regular and often qualitative and quantitative client/customer insight.
- Client Experience assessments
- Client Feedback surveys
- Employee engagement surveys
“I engaged CXINLAW to assess my ﬁrm. The results were enlightening and highlighted some very real training needs from reception to fee earner around new enquiry capture.”
Service education and development
CXINLAW have a results-oriented approach to development. We create the conditions that enable employees, lawyers, and teams to flourish.
It means developing people, using their hearts and minds, and activating the removal of obstacles that get in the way of change. In part, these obstacles lie within people. In part, they stem from the workplace.
Environmental, process and structural change are often required to spark a positive cultural change that is self-sustaining and results oriented.
The CXINLAW team are strongly committed to supporting your employees and firm to activate such changes.
We deliver with you:
- Client experience strategy
- Effective Service Leadership
- Staff communication and engagement
- Service education programme
All of our training programs are integrated within a service coaching approach, based on client and employee insight and tailored to your firms or departments needs at the time of the planning and delivery, making them live and wholly relevant.
“Using a precise and delightfully engaging mix of service analysis and training methods, CXINLAW reinvigorated my team’s passion and understanding of running a client-focused front-of-house experience. Getting it right was critical and the positive results we’ve seen have been acknowledged by internal and external clients, building the business case for further delivery across the firm.”
CX innovation and consulting
CXINLAW provide affordable client experience monitoring including ongoing monthly CX analysis online.
Critically, we combine 121, group and team Service Coaching to ensure individuals and teams flex to the feedback. In this way, client experience remains constantly on track, meeting, and exceeding client expectations.
Another critical aspect of client/customer experience performance in the new legal landscape is a rethink of reward and recognition. We've done the thinking for you.
- Client-centric system upgrades
- Service performance coaching
- Client experience monitoring
- Reward and recognition
“Their energy and enthusiasm for service is endless and they always ensure a solution-focused and expertly designed outcome. The team are reliable, ﬂexible and a pleasure to work with and I highly recommend them.”