Which Came First the Chicken or the Egg?
Which came first, the chicken or the egg? How to build sustainable law firms and leave a legacy. This age-old question befuddled philosophers, humanitarians and the great minds of many centuries. Ok, probably not the great minds of many centuries (they’ve been worried about curing polio, small pox and cancer and things like that….). But,...Read more.
How to Move from “Client Service” to “Client Experience”
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...Read more.
How Apple’s Empathetic Customer Service Can Change Your Firm’s Client Experience
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...Read more.
We’re All Connected & Toto We’re Definitely NOT in Kansas Anymore!
As we prepare for the Spring and Summer of 2017, I think about Memorial Day and those who gave their lives so that we may live freely, kids getting out of school for yet another summer break and of course another summer of heat and most likely drought (which will most likely affect us all...Read more.
Are You Emotional About Your Brand?
If you aren’t emotional about your brand, how do you expect your current and potential clients to be? To differentiate your brand from your competitors it should bring out an emotional response such as trust, humor, expertise or achievement. These emotions associate positive experiences with your firm. That emotional tie builds loyalty and inspires your...Read more.
It’s Not Magic – It’s Simply the Golden Rule
Everywhere you turn you hear that digital marketing should be part of every firm’s marketing plan. What’s mentioned less often these days, however, is the importance of using a variety of old and new marketing tactics to meet customers where they are—both online and off. The key to all of your marketing should be synergy. Your...Read more.
Stop, Look & Listen – Gaining Perspective & Improving Your Client Experience
Perspective. It seems to be something we all forget, lose sight of and that changes not only from year to year, but often from moment to moment. Very much like opinions, we all have one and they are all often very different. Two years ago, I was given the gift of time to travel to...Read more.
Client Service Gives Food for Thought
Have you ever dined at a 5-star restaurant? If you have, then you will know that customer service is an essential part of the experience. How you make the customer feel is as important as the preparation and taste of the food. From anticipating the customer’s needs, making sure everyone feels welcome and appreciated to...Read more.
How Being Client Focused Can Make Your Firm One of the Best of the Best!
A firm without client focus is like stuffing money into a pocket full of holes” – David Tooman, Client Service Expert. This quote perfectly illustrates just how important being client focused is to the success of most of America’s leading and most productive law firms. According to a recent study, the top three reasons clients...Read more.