Innovations in Client Experience

Kim Carr, Nathaniel Slavin, Ryan Burruss, Julian Summerhayes, Yolanda Cartusciello, Judith McKay, Ken Grady, Stephen Poor, Sally Dyson, Edwin Bodensiek, Helen Hamilton-Shaw

ISBN 10: 1783583223 / ISBN 13: 9781783583225

Published by Globe Law and Business Ltd, GB, 2018

About this Item

Client experience (CX) is by no means a new concept. Ever since the service industry came into being, providing excellent customer service has been a key concern, with particular focus on how the client experiences the service they are receiving. Yet, client experience is rarely delivered well. Inconsistencies, errors, and an endlessly unanswered phone lead to frustration on the part of the client, and a feeling that they are worth little more than a signature on the monthly timesheet. So, how do law firms, and individual lawyers, ensure they exceed expectations, and deliver the best customer experience possible? And what benefits - tangible and intangible - does this bring? Innovations in Client Experience brings together a collection of global contributors, giving their thoughts and advice on how the legal profession can up its game in client experience, offering innovative strategies and pragmatic advice to those law firms concerned they need to improve their CX.

Seller Inventory # LU-9781783583225

Bibliographic Details

• Title: Innovations in Client Experience
• Publisher: Globe Law and Business Ltd, GB
• Publication Date: 2018
• Language: English
• ISBN 10: 1783583223
• ISBN 13: 9781783583225
• Binding: Paperback
• Condition: New

About this title

Synopsis

Client experience (CX) is by no means a new concept. Ever since the service industry came into being, providing excellent customer service has been a key concern, with particular focus on how the client experiences the service they are receiving.Yet, client experience is rarely delivered well. Inconsistencies, errors, and an endlessly unanswered phone lead to frustration on the part of the client, and a feeling that they are worth little more than a signature on the monthly timesheet.So, how do law firms, and individual lawyers, ensure they exceed expectations, and deliver the best customer experience possible? And what benefits - tangible and intangible - does this bring?Innovations in Client Experience brings together a collection of global contributors, giving their thoughts and advice on how the legal profession can up its game in client experience, offering innovative strategies and pragmatic advice to those law firms concerned they need to improve their CX.