Client experience. You've been hearing the term a lot lately. It's not marketing jargon, it's a genuine shift in how professional services firms think about the relationship between service quality and client loyalty. My 5Es - Entice, Enter, Engage, Exit, Extend - give lawyers and accountants a practical framework for managing the full client journey not just the work itself.
Read MoreMeetings with prospective clients are a critical part of any lawyer’s business development efforts, but striking the right balance between under-preparation and over-preparation can be challenging. Sue-Ella's S.L.A.Y. framework—Share, Learn, Ask or Affirm, and 'Yes' —provides a clear, actionable method for preparing effectively.
Read MoreGood work isn't just technical expertise. It's systematic client experience management. Learn the four-phase framework that turns satisfied clients into your most powerful marketing engine.
Read MoreFormal client feedback programs are a vital part of client listening, not least because they can underscore your firm’s commitment to clients in a very tangible and personal way. But they should never be where your client listening program begins and ends.
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