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Innovations in Client Experience

by Ken Grady; Edwin Bodensiek; Ryan Burruss; Stephen Poor; Judith McKay; Helen Hamilton-Shaw; Julian Su

ISBN13: 9781783583225
ISBN10: 1783583223
eBook ISBN(s): 9781787426481
Format: Nonspecific Binding
Copyright: 2021-07-31
Publisher: Ingram Publisher Services UK- Academic

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1. Innovations in Client Experience > ISBN13: 9781783583225

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Executive summary About the authors Chapter 1: Delivering a great client experience Ken Grady, adjunct professor, Michigan State University College of Law Chapter 2: To serve - the key principles of client service Julian Summerhayes, solicitor, coach, and speaker Chapter 3: Client journey mapping and the customer experience Yolanda Cartusciello, partner, PP&C Consulting Chapter 4: The importance of client experience and what "stellar service" looks like Kim Carr, managing partner, FBC Manby Bowdler Chapter 5: Client feedback - asking the hard questions to gain the best results Nathaniel Slavin, founder and partner, Wicker Park Group Chapter 6: The importance of listening to enhance client experience Sally Dyson, director, Firm Sense Ltd Chapter 7: How CX leads to next-generation branding and creates business chemistry Edwin Bodensiek, chief client experience officer, and Ryan Burruss, director of marketing, Miles & Stockbridge Chapter 8: Technology and the client relationship: moving to a new paradigm Stephen Poor, chair emeritus, Seyfarth Shaw Chapter 9: Enhancing the client experience with technology Judith McKay, chief client and innovation officer, McCarthy Tetrault LLP Chapter 10: The LawNet mark of excellence - lessons for law firms Helen Hamilton-Shaw, member engagement and strategy director, LawNet

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Innovations in Client Experience

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