Welcome
The Client Experience In Law
Who is in control?
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World of Customer Experience
Impact on Client Experience in Law
Why bother, Why now?
What can you do – 6 Key Principles
©Sidona Group 2016
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Who are Sidona Group?
UK Customer Experience Consultancy and Training Company
What do we do?
RESEARCH
STRATEGY & DESIGN
MEMORABLE AND
PROFITABLE CUSTOMER
EXPERIENCE
Why do we do it?
LEADERSHIP
DEVELOPMENT AND
COACHING
CUSTOMER EXPERIENCE
SKILLS, BEHAVIOUR &
LANGUAGE
We care passionately about helping businesses achieve greater success from their customer experience.
We believe the best business results are achieved through the performance of your people.
©Sidona Group 2016
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Who do we partner with?
Globally….
Nationally
Locally
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The World of Customer Experience
Anything is possible!
We CRAVE Memories, Stories, Instagram Moments to share
We DEMAND Easy Life, Meaning, Transparency, Control,
Speed, Technology, Knowledge & Personalisation
We LIKE game changers…Airbnb, Uber, Apps
©Sidona Group 2016
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Impact on Client Experience in Law
• Client Experience is rising up the agenda
• Client Expectations are higher than ever before
• Balance of power in client/lawyer relationship is shifting
• New era of transparency……(Law Superstore….Glass Door)
• New Business Models/Industry Disruptors!.....(Riverview Law)
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Impact on Client Experience in Law
Alternative legal training: a game changer?
Firms “need to respond customer
service challenge to survive”
Legal Futures
Law firms fail to focus on
customer service
Lawyers fall behind accountants and
consultants on client satisfaction
Solicitors Journal
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Impact on Client Experience in Law
Q Who is anticipating the future for your law firm?
From where client is thinking & feeling..
Q If you were creating a leading edge law firm today…..would it look like yours?
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Impact on Client Experience in Law
What do clients value?
Made to measure solicitors
Regular Updates
Faster Response
More Listening
More Involvement
Trust
Demystifying the law
Fixed Fee/Clear Charges
VALUE
©Sidona Group 2016
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The Client Experience – Why bother?
• 80% of lawyers think they’re delivering above average service…….
…only 40% of clients say they’re receiving it
(Bellwether Report 2015)
• Legal has lowest customer satisfaction scores compared to other sectors
(Benchmarking Legal Services, peppermint)
• Increased competition, customer choice, expectations & customer power
RETURN ON INVESTMENT…..
꙳ Brand/Firm Reputation
꙳ Employer of Choice
꙳ Market Share
꙳ Crossover sales
꙳ Reduction in Complaints
꙳ Long Term Profitability
꙳ Behaviour Change
꙳ Increased Referrals
©Sidona Group 2016
꙳ Customer Retention
꙳ Awards
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The Client Experience – A Definition
A customer experience is an interaction between an organization and
a customer as perceived through a customer’s conscious and subconscious mind.
Made up of a blend of 3 things; Physical, Sensual, Emotional*
Measured against
expectations
across all moments
of contact
*70% of the experience is HOW you make your customers FEEL
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Client Experience – Key Principles
1. DESIGN IT
Q
What is the experience you want your clients to have & feel?
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Client Experience – Key Principles
2.
UNDERSTAND WHAT YOUR CLIENTS VALUE
Q
What do your most profitable clients expect and value from
you?
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Client Experience – Key Principles
3.
CREATE AN OUTSTANDING EMPLOYEE EXPERIENCE
Please show this video
http://www.riverviewlaw.com/our-approach/
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Client Experience – Key Principles
3.
CREATE AN OUTSTANDING EMPLOYEE EXPERIENCE
• Your people create the experience your clients feel.
• Create the stage that allows each
member of staff to deliver
extraordinary experiences.
Q
Do your people have the right attitude, skills & language to
manage the new breed of smart clients?
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Client Experience – Key Principles
4.
LEAD IT!
Q
How do your leaders think about, develop, inspire, listen to and
communicate with your staff as internal customers?
Are your leaders role modelling the client focused
behaviours you want to see?
Q
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Client Experience – Key Principles
5.
INNOVATE
Q
How does your client of the future (tomorrow!) want to buy and
receive your legal services?
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Client Experience – Key Principles
6.
MEASURE & CELEBRATE SUCCESS
Q
Are you measuring and actioning what matters most to your
clients and your business?
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Your Client Experience
Take control
Get emotional
Invest in your people
Q What will you STOP doing, START doing & CONTINUE
to do that will enhance your client experience TODAY?
© Sidona Group 2016.
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THANK YOU FOR LISTENING
Anne Blackburn
01395 519855/07743 399108
[email protected]
Connect with me on
Follow @SidonaG
www.sidonagroup.com
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