Every law firm says that they are client focused. As a lawyer, your top priority is your clients. But how do you put this into action?
We know the lawyer-client relationship is fundamental to keeping clients happy and coming back.
However, no one person can control client experience in its entirety – it is a firm-wide endeavor. Client experience is made up of 100s of touchpoints throughout the client’s journey with your firm. From the first response they get from an enquiry form or calling your reception desk, to the updates they receive from you and your team throughout their matter or the ease of access they have to case files.
The challenge is how you and your team keep up with client expectations for each of these touchpoints. Especially when service expectations are getting higher all the time.
So, how do you make sure every interaction and communication your client has with your firm adds up to exceptional client experiences?