Achieving competitive advantage from ongoing listening
Transforming anecdotal client insights into a structured, periodic review of law firm or law department performance with key business partners will better inform the health of your client relationships and identify specific ways to strengthen client engagement.
Our Client Alignment/VOC experts will help your organization gain perspective on the values, priorities, challenges of internal and external clients—for law firms, clients could be corporate in-house clients and/or business support staff and for law departments, clients could be their business division counterpart, C-suite, etc.
Key benefits include:
- Improved insight for leadership teams on how departments are performing.
- Improved alignment of services to clients’ needs.
- Identification of preferred methods of communication that will enhance client interactions.
- Establishment of an ongoing process by which to continue to ‘hear’ your customer.
Our experts will:
- Develop and administer an online custom questionnaire based on your organization’s client-specific focus areas.
- Collate results, identify key findings, and feedback themes, and prepare team-level scorecards.
- Assist teams in interpretation of scorecard results, and advise on improvement opportunities.
