Ulteriori informazioni
In-depth advice on how the legal profession can up its game in client experience, offering innovative strategies and pragmatic advice to those law firms needing to improve their CX.
Sommario
Executive summary About the authors Chapter 1: Delivering a great client experience Ken Grady, adjunct professor, Michigan State University College of Law Chapter 2: To serve - the key principles of client service Julian Summerhayes, solicitor, coach, and speaker Chapter 3: Client journey mapping and the customer experience Yolanda Cartusciello, partner, PP&C Consulting Chapter 4: The importance of client experience and what "stellar service" looks like Kim Carr, managing partner, FBC Manby Bowdler Chapter 5: Client feedback - asking the hard questions to gain the best results Nathaniel Slavin, founder and partner, Wicker Park Group Chapter 6: The importance of listening to enhance client experience Sally Dyson, director, Firm Sense Ltd Chapter 7: How CX leads to next-generation branding and creates business chemistry Edwin Bodensiek, chief client experience officer, and Ryan Burruss, director of marketing, Miles & Stockbridge Chapter 8: Technology and the client relationship: moving to a new paradigm Stephen Poor, chair emeritus, Seyfarth Shaw Chapter 9: Enhancing the client experience with technology Judith McKay, chief client and innovation officer, McCarthy Tetrault LLP Chapter 10: The LawNet mark of excellence - lessons for law firms Helen Hamilton-Shaw, member engagement and strategy director, LawNet
Info autore
Edited by Alex Davies - By Ken Grady; Julian Summerhayes; Yolanda Cartusciello; Kim Carr; Nathaniel Slavin; Sally Dyson; Edwin Bodensiek; Ryan Burruss; Stephen Poor; Judith McKay and Helen Hamilton-Shaw
Riassunto
In-depth advice on how the legal profession can up its game in client experience, offering innovative strategies and pragmatic advice to those law firms needing to improve their CX.
