Podcast: Creating a Better Client Experience
Jul 20, 2021Law 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:
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What client experience is and why it matters
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Client experience as a point of differentiation
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The three phases of client experience
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The peak-end rule
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Tips on improving client experience
Reading & Resources
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Book suggestion #1: Flip the Funnel
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Book suggestion #2: The Power of Moments
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Connect with Jay on LinkedIn
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Connect with Tom on LinkedIn