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We spoke with Carl White about how BD and marketing teams can help transform their firm’s client experience. In this session, we identified some proven tips and tools that keep clients happy and improve referrals.
Carl is the founder of CXINLAW, a consultancy that specializes in client and customer experience development within the legal sector. He is also a Director at PWC Newlaw and Distinguished Fellow at the Centre for Legal Innovation, College of Law (Australia).
Download the CXINLAW report: First Impressions Convert: Increasing Profitability from the First Touchpoint
Interview Covers
- What is client experience?
- When do firms ask for help?
- BD Teams getting started
- Mapping the client's journey
- Common issues at first contact
- How to make changes stick
Roundtable Session Covers
- Dealing with sensitivities
- What the mystery shopping process looks like
- Common ways firms drop the ball
- Ways lawyers can improve the first interaction
- Why BD teams should be in client intro meetings
- Client experience after you've billed
- Motivating lawyers to focus on client experience
- Mapping the client journey
- Tips for improving the billing process
- No 1 thing firms are doing wrong