Episode 31 - What do law firm clients REALLY need (and want)?

The changing legal marketplace has brought with it a new and evolving set of client needs and expectations. It’s still essentially and importantly all about relationships but, it’s equally important for legal businesses to be able to anticipate where value can be added for their clients and proactively offer it. That’s increasingly hard to do if your legal practice doesn’t analyse its client related data. It’s become very important for legal businesses to know exactly when and where they have hit the right mark or strayed from it and make immediate mid-course corrections. And, if that isn’t done and your clients are unhappy, then there’s evaluation platforms where they can share their thoughts and, this could dissuade potential clients from engaging you. The legal market place today is all about choice and customisation. It’s about how clients experience the interactions with their legal service/product providers every step along the way, with many of those steps being taken “virtually” now too!

In this podcast on What do law firm clients REALLY need (and want)?, Terri Mottershead, Executive Director, Centre for Legal Innovation (Australia, New Zealand and Asia-Pacific), was joined by an international panel of leaders and doers in the legal business development, client data, client evaluation platforms and client experience space from Australia and the USA to talk about this and lots more:

• Marcie Borgal Shunk, President and Founder, The Tilt Institute, Inc (USA)
• Silvia Coulter, Principal, Client Development and Growth Practice, LawVision Group LLC (USA)
• Ben Farrow, Managing Director, FirmChecker (Australia)
• Carl White, Chief Experience Officer and Director, CXINLAW (Australia)

Topics discussed included:

• Whether client experience and client satisfaction are the same thing or something different
• Why legal practices need to develop a “client first” strategy
• Whether or not legal services/products can be customised, and should be
• How to establish/develop/maintain client relationships in a virtual world

Marcie, Silvia, Ben and Carl – thanks so much for your practical insights and experience sharing – we love your work!

If you would prefer to watch this session rather than listen, you'll find the link to the video here.