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The legal industry is changing but to what, for whom, where, why and how? Join us each month to learn about the next best practices in legal practice and how it applies to your firm or organisation. Learn from the people who are “walking the talk.” Hear what they are doing and what has driven them to do things differently for their clients, their people, their organisations and themselves and, how they measure and learn from success and failure. We’re going to get candid, super practical and yes, we’re going to get legally innovative too!

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Sep 26, 2020

The changing legal marketplace has brought with it a new and evolving set of client needs and expectations. It’s still essentially and importantly all about relationships but, it’s equally important for legal businesses to be able to anticipate where value can be added for their clients and proactively offer it. That’s increasingly hard to do if your legal practice doesn’t analyse its client related data. It’s become very important for legal businesses to know exactly when and where they have hit the right mark or strayed from it and make immediate mid-course corrections. And, if that isn’t done and your clients are unhappy, then there’s evaluation platforms where they can share their thoughts and, this could dissuade potential clients from engaging you. The legal market place today is all about choice and customisation. It’s about how clients experience the interactions with their legal service/product providers every step along the way, with many of those steps being taken “virtually” now too!

In this podcast on What do law firm clients REALLY need (and want)?, Terri Mottershead, Executive Director, Centre for Legal Innovation (Australia, New Zealand and Asia-Pacific), was joined by an international panel of leaders and doers in the legal business development, client data, client evaluation platforms and client experience space from Australia and the USA to talk about this and lots more:

Topics discussed included:

  • Whether client experience and client satisfaction are the same thing or something different
  • Why legal practices need to develop a “client first” strategy
  • Whether or not legal services/products can be customised, and should be
  • How to establish/develop/maintain client relationships in a virtual world

Marcie, Silvia, Ben and Carl – thanks so much for your practical insights and experience sharing – we love your work!

If you would prefer to watch this session rather than listen, you'll find the link to the video here.