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 compared to those of its competitors, but customer loyalty, which comes directly from its customer service, is what really sets it apart from the...Read more.
Why Marketing Strategies for Law Firms Are So Important
Remember when law firm marketing used to be simple – a few ads in the Yellow Pages, a radio or TV commercial, a billboard or two and business would start to grow? Times have certainly changed. There are more attorneys in the marketplace, causing competition is fierce, and when folks are looking for a lawyer, ...Read more.
Top Five Ways a Consultant Can Help You Grow Your Law Firm
If you want to grow your law firm, you need more than sharp legal skills and knowledge of your practice area – you need to know things like firm development, digital and off-line marketing, band law firm accounting, Unfortunately, most attorneys areas are too busy practicing law to even attempt to do any of these...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.
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.
Exceptional Client Service: When the Littlest Things Mean The Very Most!
This is never truer than when we think about being tactful. Often times a little tact goes a long way. Being raised in the South, tact is, or should be our middle names! Sayings like, “bless her heart” are often heard following what can be thought of as critical remarks or constructive criticism. Comedian, Steve...Read more.
Engaged in the Experience or Paycheck Please?
Recently I read an article that discussed what it really means to have “engaged” employees and what that means to your firm. I am sure that your first inclination is that disengaged employees can mean decreased productivity, low morale and low employee satisfaction. Unfortunately, employee engagement goes far deeper and therefore has deeper implications for...Read more.
Customer Service From The Inside Out
I was talking to a client the other day and we were discussing the implementation of yet another “client satisfaction survey”. This would not have been their first appeal to their clients for feedback regarding their level of service, but their third! And, yet one more opportunity for a set of potentially disappointing results ~...Read more.