Northwest Local Group

 The Science of Service


Wednesday, January 29 | 11:45 AM - 1:00 PM

Do the attorneys at your firm deliver on the service expectations of your clients? How do you know? More importantly, how are you leveraging client service as a driver of firm growth? 

Tackling service is as much a science as it is an art. Research indicates that legal clients increasingly make decisions about whether to work with a firm based on the service they expect to receive. So what approaches work? And how can you measure success? 

Sourcing from ClearlyRated’s 2020 legal client and buyer research, this session, led by ClearlyRated's VP of Marketing, Kat Kocurek, will cover: 

  • Foundational principles for building a service initiative at your firm
  • A research-backed methodology for measuring service quality
  • Best practices for improving the client experience through service
  • Examples from the field of client service initiatives in action



Stoel Rives
760 SW Ninth Avenue, Suite 3000
Portland, OR 97205

Stoel Rives
600 University Street, Suite 3600
Seattle, WA 98101


LMA Program Pass Member: Free
LMA or LMANext Member: $35
Non-Member: $50

Lunch will be provided.



Kat Kocurek

Vice President of Marketing

Kat Kocurek is the Vice President of Marketing at ClearlyRated, a leading provider of client experience surveys and service quality research for professional service firms. Kat leads ClearlyRated's marketing and research initiatives. Her team’s annual Legal Industry Benchmark Study details modern buyer behavior and client preferences, along with opportunities for law firms to differentiate and credibly boost firm reputation on service quality and the client experience.



Note: You must be logged in to the LMA website to receive the member rate.

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