What Is Your “Experience”? – Creating a WOW Client Experience
Have You Thought About Your Firm’s “Experience” Lately? 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...Read more.
WINDING DOWN & GEARING UP – Strategic Marketing & Law Firm Development
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...Read more.
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...Read more.
5 Ways to Give Rock Star Client Service
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...Read more.
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.