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Lawyers Marketing Associates, Inc (LMA) is dedicated to law firm development, growth and marketing through strategic analysis and planning.
 

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[caption id="attachment_1172" align="alignleft" width="266"] What Does Your Firm Name Say About You?[/caption] Recently I had the pleasure of being introduced to one of the finest and most exemplary law firms in the state of Connecticut (if not in the whole nation).  To say they are one of the top law firms with regards to client experience that I have EVER come in contact with is truly not an over statement.  When I first spoke with the managing partner and the partner in charge of operations I was gravely concerned about how the project I was being...

[caption id="attachment_1168" align="alignleft" width="300"] Have You Thought About Your Firm's "Experience" Lately?[/caption] I know you’ve heard me use the words “client experience” so much that you’re probably thinking, Lauren do you know any other words?  The answer is “NO”.  For me (and should be for you), “client experience” is THE cornerstone of everything that you do in your practice.  Or, it should be.  It should be the focus of every decision you make with regards to your strategic planning, your marketing plan, your budgeting, EVERYTHING.  Your firm is nothing without clients, therefore your firm is nothing...

[caption id="attachment_1168" align="alignleft" width="300"] Have You Thought About Your Firm's "Experience" Lately?[/caption] Recently I found myself in a very unusual situation.  I found myself as the patient and potentially the client in a medical malpractice law suit.  So, in order to make a very long story short, suffice it to say, my perspective and my life have been VERY different for the past month.  It has been very much like some of the scenes from the movie, “The Doctor”, with William Hurt, a sleeper that came out in the early 90’s where Hurt was forced, after...

Even client service has gone high-tech. Thanks to digital tools like Facebook, LinkedIn, Twitter and Instagram, it’s easier than ever for firms to provide support or address client complaints and contact. In fact, many clients now believe they’re more likely to get timely responses through public platforms rather than the old-fashioned method of airing contacting their attorney, airing grievances, discussing their case or getting any kind of response via a telephone call or even email! The tools may be changing, but it is important not to lose sight of the fundamentals that drive successful client relationships....

Have you ever wondered how the “it” firms got that way?  How they took it to the next level?  Did you always just assume it was because they outspent their competitors on TV, internet marketing, social media and PPC advertising? I hate to tell you, their “secret” is far simpler than that. They got to be the top of the list because they focused not on “client service”, because all firms claim to do that.  They focused their time, efforts and money on their “client experience”. Firms that truly want to grow need to focus on...

Last year Apple earned $18 billion in in net profit on sales of $74.6 billion, breaking even its own predictions.    Most of us would agree that Apple makes a superior product to its competition, but what really sets it apart from the rest and also defines its successful sales is its customer loyalty which comes directly from its customer service.  Its secret to improving customer service, EMPATHY. Because so many people use Apple products to document and record events in their lives, it is often easy for them to become “emotionally” attached to these products that...