As co-chair of the 2019 LMA Northeast Regional Conference, I was so excited when James Kane agreed to be our keynote speaker. James is considered the leading researcher and authority on what makes someone truly loyal – to another person, to an organization or to a cause.
As a behavioral scientist and consultant who has helped some of the largest and most well-known organizations in the world, including Apple, Amazon, the Mayo Clinic, Marriott International and Major League Baseball build nearly unbreakable relationships with not only their clients and customers, but with members, fans, volunteers, vendors, sponsors and employees, as well, James has studied the science behind the real human emotion called loyalty, and what anyone can do to receive its beneﬁts. James has spoken to and worked with 150+ law firms around the world.
Many of us were introduced to James – and impressed by him – when he was the keynote speaker at the 2013 LMA Annual Conference. I remember thinking to myself that if I was ever in the position to select a keynote speaker, it would be him. Fast forward six years later, when I had that very opportunity and reached out to James and he said yes. Here’s a sneak peek of what he has planned for us – the icing on the cake is that we get an extra bonus session with him, so make sure to stick around!
Tell us what attendees can expect from your keynote presentation, “The Physics of Loyalty: Why Some Relationships Never Leave And Others Never Stay.”
I have delivered a lot of different presentations to LMA groups since first keynoting the LMA Annual Conference in 2013. I’ve covered many topics – from Changing to Help! to Finding Purpose. I thought it would be best to return to where it all started and give an updated version of that very first keynote on loyalty.
Creating loyal relationships has always been important – especially for professional service firms – but it is more important than ever. Clients and employers have more choices than ever before of who to work with and who to hire. Technology, including AI, has already accelerated the automation of existing work and made certain jobs expendable. “Fake news,” deep fakes, and doctored narratives have pervaded all corners of society, challenging the world to know what is true and what is real, making trusted relationships more critical than ever. And, of course, there is the economy and pending recession. When organizations start cutting expenses, will they stay loyal with you and/or your firm. I think loyal relationships are more important than ever and everyone should know how to create them.
You’ll also be leading a workshop afterwards on “How to Use Loyalty to Retain Clients in Tough Times” – tell us more about that program.
That will have a little bit of everything. It will be a follow-up to the keynote that will offer tactical advice about HOW to make people loyal, but there is also a storytelling component to it. I am often asked how I create my presentations, so I thought I would share some tips.
Learn more about this session.
You’re known as a “loyalty expert” – why is loyalty is so important to a field such as law?
In addition to what I mentioned above, I think attorneys and law firms have traditionally been very bad at building relationships, particularly loyal relationships. I think they are so used to hierarchical situations where they are “in charge”; experts that clients are mandated to retain and listen to. But relationships are two-way streets. They require empathy, insight, inclusion and transparency. These are skills not may attorneys or firms have mastered.