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...
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What IS in a Name? EVERYTHING!!!
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...
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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...
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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...
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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...
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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...
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