Podcast: Creating a Better Client Experience

Jul 20, 2021

Thought Leader Collaborative

35:53

Law firm clients can’t always distinguish between average and excellent work product, but all know whether they’re receiving good or bad client service. In this episode, Jay and Tom discuss the benefits of creating a remarkable experience for your clients, including building a loyal band of advocates in the marketplace singing your praises. Topics addressed include:

What client experience is and why it matters
Client experience as a point of differentiation
The three phases of client experience
The peak-end rule
Tips on improving client experience

Reading & Resources

Thought Leader Collaborative
Book suggestion #1: Flip the Funnel
Book suggestion #2: The Power of Moments
Connect with Jay on LinkedIn
Connect with Tom on LinkedIn

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Hosts of The Thought Leadership Project

Jay Harrington

Tom Nixon

Jay Harrington is a lawyer, author, executive coach, and consultant for law firms and lawyers. Tom Nixon has more than 25 years of experience helping professional-service experts become thought leaders. Co-Hosts of The Thought Leadership Project podcast, both are prolific content creators whose work has been featured in leading publications in the industries they serve.