Announced on April 21, P3® – The Practice Innovation Conference will transform into P3® – The Virtual Experience, a series of online, interactive content taking place in June. The in-person experience was previously cancelled due to the COVID-19 pandemic. View the P3 home page for more information.

Client Experience & Strategy: A “Both, And” Proposition for Post-COVID Success

Track: Client Service

Session Number: 224
Date: Thu, Jun 11th, 2020
Time: 2:00 PM - 3:00 PM

Description:

Strategy creation is not new, but it’s also not as popular in the legal industry as it is with our clients. Similarly, over 85% of the Forbes 2000 actively manage client experience (CX) and only 3% of professional services have caught on. In these unprecedented times especially, firms should be engaging in these processes. Even with limited resources or time constraints leaders don’t have to choose one or the other. They can focus on a "Both, And" strategy.

Creating strategic initiatives requires us to ask ourselves who will we serve? What do we have to offer them? And how can we meet their needs differently than our competitors? Answering these questions requires an understanding of the clients’ hierarchy of needs. What do they really care about? How do we know? And when in their interactions with our firm do we have an opportunity to meet those needs? (All questions you would ask when managing CX.) This exercise can be a difficult proposition even for small firms, but especially for midsize and large law firms with disparate and siloed practices. This interactive session is designed to guide law firm leaders through the process of answering some of these questions about their own clients and using the answers to plan for a strategic posture that keeps the right clients coming back for more in this post-COVID “new normal”.  

Participants will leave with:

  • A clear understanding of the importance of developing client personas and client empathy maps, as well as how a well-designed client experience (CX) determines successful service delivery and results in return business
  • How client listening can be maximized through the process
  • Work product from multiple exercises to take back to their firms and utilize to work on both CX and strategic initiatives to ensure post-COVID success
Session Type: Workshop

Learning Objective 1: Create outlines of the client personas and empathy maps conducive to development of both strategic initiatives and client experience.
Learning Objective 2: Discover areas of overlap and identify possible opportunities to strengthen ROI.
Learning Objective 3: Discuss the importance of empathy in designing the client experience especially during these unprecedented times.
Body of Knowledge (BoK) Domain: Business of Law, Client Services
Content Level: Advanced
Session Type: Workshop

Learning Objective 1: Create outlines of the client personas and empathy maps conducive to development of both strategic initiatives and client experience.
Learning Objective 2: Discover areas of overlap and identify possible opportunities to strengthen ROI.
Learning Objective 3: Discuss the importance of empathy in designing the client experience especially during these unprecedented times.
Body of Knowledge (BoK) Domain: Business of Law, Client Services
Content Level: Advanced