87% of fortune 2,000 companies have implemented "customer experience" (CX) programs to attract and retain customers. 92% of marketers believe they will be competing primarily on customer experience within 10 years. The legal industry is far behind the CX wave, and our clients are expecting better experiences from our firms. Our clients can walk into an Apple Store and have a consistent, positive, carefully designed experience anywhere in the world. If clients get this for a $700 phone, why can't they have a consistent, well designed experience for a $70,000 matter?
Marketers have an opportunity to transform the industry, leading legal firms forward in the CX revolution. All change requires education, supporting processes, and effective tools to sustain the "new normal." During this session, each attendee will receive a free copy of the "CX Deck" - a card game created to help teams within law firms practice CX every week, in five minute doses. We will break into groups, and the instructor will facilitate teams working through the core exercises: Practice Empathy, CX Moments, Gather Feedback, and Client Stories. Equipped with a simple tool, an easy process, and concise instruction, your teams will quickly adopt and practice CX every day.
Date & Location:
March 26, 2019
12:00 - 1:30 p.m.
4208 Six Forks Road
12th Floor Conference Center
Raleigh, NC 27609
LMA Members: $25
Non-member Guests: $40
Walk-ins are welcome as space permits. Credit cards or checks made payable to "Legal Marketing Association" or "LMA" will be accepted at the door. All cancellations made 3 days before the event will be fully refunded. All cancellations made on or after that date will be billed in full. Registrations may be transferred, however price differences between member and non-members will be billed accordingly.
Questions? Please contact: Vanessa Hardee, VHardee@kilpatricktownsend.com
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Ryan Suydam co-founded Client Savvy in 2004, to help firms create fierce client loyalty by designing, implementing, and measuring client experiences. He has coached over 300 organizations and over 10,000 professionals on the skills required to be “client savvy” including 23 of the AMLAW 200. His clients are twice as likely to be recommended by their clients, three times as likely to realize above-average financial returns, and consistently attract and retain better employees. Based in Raleigh, NC, he welcomes your questions at firstname.lastname@example.org.
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