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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...

As the end of 2017 is fast approaching, (yes it will be here before you know it, Christmas is just around the corner) we all need to take a long look at our “to do” lists for 2018 and then really start planning for the New Year.  For those of you who attended PILMMA in September, you are a little bit ahead of the game – you’ve already started this process.  Your minds are racing and you’ve hopefully already started taking many of the millions of ideas that you learned in Nashville back to your...

Give Your “Brand” a Boost You wouldn't go to a chiropractor for cosmetic surgery, so why would you just a “graphic designer” develop your firm's brand? First impressions are lasting impressions – they are your brand, who you are and they are an integral part of your firm’s client experience. Make sure your firm communicates who you are with a brand that's worthy of you are. It's around when you're not, it’s the first thing a potential client encounters and it will be something that they remember long after they’ve completed their case with you. It’s important...

Think quick: What are your firm’s core values? Does your firm even have a mission statement? What is it? Is it displayed prominently on your website or in your firm brochure? Do your partners and associates know what it is? More likely than not it includes a lot of really nice sounding words like “excellence”, “respect”, integrity”, “loyalty” and “commitment”. These are wonderful “words” but are they truly accurate reflections of your firm’s values? Does your firm hire people who reflect them? A recent report from the CEO of Netflix, Reed Hastings, showed what drives Netflix...

I recently read about a case brought against a manufacturer for the defective design of a WaveRunner. Two teenage girls, one driver and one passenger, were riding a wave runner and collided with a 30-foot speedboat.  The driver of the WaveRunner sustained debilitating injuries and the passenger was killed in the accident.  The verdict assigned $16,024,000 to surviving Plaintiff driver and $19,000,000 to the estate of decedent passenger, making the total verdict $39,800,000.  Certainly this was a tragic event for the loved ones of these young women and justice should be sought on behalf of...