Our “Custom & Advisory” column seemed into the trends of how regulation companies and company legislation departments dealt with consumer feed-back, company advancement, and expertise retention about the past calendar year
Over the earlier 12 months, the Thomson Reuters Institute released its typical Personalized & Advisory column, which advised methods to help legislation corporations defeat their most pressing troubles and improve their client interactions and firms’ individual overall performance performance.
Seeking above the previous yr, 3 crucial themes — all around client responses, talent management, and law organization enterprise improvement — strongly resonated in our columns and in the course of the authorized industry.
Leveraging shopper feedback
Studying what purchasers are imagining by way of formal consumer listening programs or responses possibilities was an primarily strong method in which legislation firms sought to boost their customer associations and reveal their worth to clientele in excess of the previous 12 months.
No matter if accumulating comments at the customer interview stage or in article-pitch conversations, receiving comments from clientele around what the company and its attorneys did right or incorrect, how the firm’s client services could enhance, and even what competitors were performing it greater might guide to some uncomfortable thoughts, but this sort of consumer insight can prove extremely worthwhile to the firm’s overall performance going forward.
Further, a two-element collection of columns on shopper listening plans showed how useful people can be to a legislation firm’s personal base line, detailing how customers shell out two times as considerably with those regulation corporations that check with them for official comments than with those people that really don’t. The collection also talked about the usual boundaries that exist to establishing customer listening plans, most appreciably, of course, seeking to interact business companions in the method.
Talent & retention
Not shockingly, finding