Client Experience
«Client demand for excellent service and great value from law firms is a constant but how that service is delivered and evaluated has been transformed by the COVID-19 pandemic and the digital revolution. This timely book brings together eleven legal sector experts who share their experience of the latest approaches to gaining new solicited and unsolicited feedback; mapping client journeys; measuring client service and leveraging technology. This book is an invaluable resource for anyone seeking to deliver what clients need in the way they most appreciate. -- Paul Smith»
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. Les mer
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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.
Detaljer
- Forlag
- Globe Law and Business Ltd
- Innbinding
- Paperback
- Språk
- Engelsk
- ISBN
- 9781787428133
- Utgivelsesår
- 2021
- Format
- 30 x 21 cm
Anmeldelser
«Client demand for excellent service and great value from law firms is a constant but how that service is delivered and evaluated has been transformed by the COVID-19 pandemic and the digital revolution. This timely book brings together eleven legal sector experts who share their experience of the latest approaches to gaining new solicited and unsolicited feedback; mapping client journeys; measuring client service and leveraging technology. This book is an invaluable resource for anyone seeking to deliver what clients need in the way they most appreciate. -- Paul Smith»