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The Client Experience: How to Optimize Client Service and Deliver Value

Edited by: Alex Davies

ISBN13: 9781787428133
Published: November 2021
Publisher: Globe Law and Business
Country of Publication: UK
Format: A4 Paperback
Price: £149.00



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We all know that law is a people business. Clients buy from lawyers whom they like, respect, and trust, and they judge those lawyers and their firms on the quality of service that the firm provides, the results achieved, and whether they receive value for money. This applies to corporate, institutional, and private clients alike. For their business plans to be connected to reality, partners and law firm leaders must learn how they are perceived by their clients and adapt accordingly. They do this by listening to their clients. Historically this was through informal, fireside chats. In recent years, many firms have devised formal client listening programs, and there has been an explosion of review sites and social media channels enabling clients to leave their unfiltered and public feedback, whether solicited or not. Forward-looking firms are adopting multi-channel approaches to taking feedback to maximize the intelligence they gather and to adapt to clients’ own preferences. As ever, the most nimble and adaptable will reap the rewards.

The Client Experience: How to Optimize Client Service and Deliver Value looks at the client experience from end-to-end, from client listening programs to journey mapping, from customer audits to how legal tech can help improve the way a client interacts with a law firm throughout its relationship. A client-centric business model is essential for future law firm success and the authors of this far-reaching title utilize their own experience and real-life case studies to drill down into the importance of maintaining the one thing no business can do without: its client.

Subjects:
Legal Practice Management
Contents:
Executive summary
About the authors
Chapter 1: Client feedback has gone stereophonic: are you still listening in mono?
By Sally Dyson, director, Firm Sense Ltd
Chapter 2: Client feedback – asking the hard questions to gain the best results
By Will Taylor, client development manager, Wiersholm
Chapter 3: Client journey mapping and the customer experience
By Yolanda Cartusciello, partner, PP&C Consulting
Chapter 4: Client journey mapping as a source of sustainable competitive advantage
By Andrew Hedley, Hedley Consulting
Chapter 5: Client loyalty – Delivering exceptional client service
By David H. Freeman, JD, CEO of the David Freeman Consulting Group
Chapter 6: Defining, measuring, and delivering a stellar client service strategy
By Kim Carr, lead partner of the wills, probate and lifetime planning department at FBC Manby Bowdler
Chapter 7: Optimizing client service in the post-COVID legal market
By Douglas McPherson, director of Size 10½ Boots
Chapter 8: Are automated assistants ready to optimize the next chapter of online client care?
By James Matthews, UK&I country manager at CM.com
Chapter 9: Innovation as a business development strategy
By Scott Rechtschaffen, chief knowledge officer at Littler Mendelson
Chapter 10: The LawNet mark of excellence – lessons for law firms
By Helen Hamilton-Shaw, member engagement and strategy director, LawNet
Chapter 11: The synergistic value of collaboration
By Paul A. Williams, partner at Shook, Hardy & Bacon