Innovations in Client Experience

Ken Grady,Julian Summerhayes,Yolanda Cartusciello,Kim Carr,Nathaniel Slavin

Innovations in Client Experience
Format
Paperback
Publisher
Globe Law and Business
Country
United Kingdom
Published
1 March 2018
Pages
100
ISBN
9781783583225

Innovations in Client Experience

Ken Grady,Julian Summerhayes,Yolanda Cartusciello,Kim Carr,Nathaniel Slavin

Client experience (CX) is by no means a new concept. Ever since the service industry came into being, providing excellent customer service has been a key concern, with particular focus on how the client experiences the service they are receiving. Yet, client experience is rarely delivered well. Inconsistencies, errors, and an endlessly unanswered phone lead to frustration on the part of the client, and a feeling that they are worth little more than a signature on the monthly timesheet. So, how do law firms, and individual lawyers, ensure they exceed expectations, and deliver the best customer experience possible? And what benefits - tangible and intangible - does this bring? Innovations in Client Experience brings together a collection of global contributors, giving their thoughts and advice on how the legal profession can up its game in client experience, offering innovative strategies and pragmatic advice to those law firms concerned they need to improve their CX.

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