Professional service firms that succeed in this area stand to benefit from an increase in client instructions, higher client retention and advocacy, greater productivity and a significant reduction in debtor days, complaints and regulatory risk.
The word ‘service’ needs to be in the DNA of a firm and reinforced at every level. It can never just be a marketing strategy or a tick box exercise. This presentation will explain where to start and how to develop an implementable plan for best results in Client Experience Excellence at your firm.
Attend this seminar if:
Our presenter - Carl White
Passionate about the impact of Client Experience Excellence in professional services, Carl White co-authored the highly-regarded ‘Customer Experience in Law’ report in 2012 and led the market-leading Australian research in 2015 that examines the Client Experience Advantage for law firms, in association with ALPMA. As a founding director of CXINLAW (Australasia) Carl has a background in employee engagement, customer experience and organisational design. In 2015 Carl was invited to become a Faculty Member of the Queensland Law Society tutoring client service and in 2017 he was elected as Vice President of the Continuing Legal Education Association of Australasia (CLEAA). CXINLAW helps professional service providers with client insight and the development of Client Experience Excellence for market advantage.