Improving the Client Experience

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From a presentation to the ALA Conference in Anchorage, Alaska on September 20, 2011.

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  • Just one thing I’d like to share today. Often been accused of \n
  • Just one thing I’d like to share today. Often been accused of having Idea Surplus disorder.\n
  • Just one thing I’d like to share today. Often been accused of \n
  • Just one thing I’d like to share today. Often been accused of \n
  • Just one thing I’d like to share today. Often been accused of \n
  • Just one thing I’d like to share today. Often been accused of \n
  • Just one thing I’d like to share today. Often been accused of \n
  • \n
  • So how do we measure? How do we know? Survey’s suck.\n
  • Just one thing I’d like to share today. Often been accused of \n
  • Just one thing I’d like to share today. Often been accused of \n
  • \n
  • Just one thing I’d like to share today. Often been accused of \n
  • Just one thing I’d like to share today. Often been accused of \n
  • \n
  • Just one thing I’d like to share today. Often been accused of \n
  • Just one thing I’d like to share today. Often been accused of \n
  • Just one thing I’d like to share today. Often been accused of \n
  • Just one thing I’d like to share today. Often been accused of \n
  • Just one thing I’d like to share today. Often been accused of \n
  • Just one thing I’d like to share today. Often been accused of \n
  • Just one thing I’d like to share today. Often been accused of \n
  • Just one thing I’d like to share today. Often been accused of \n
  • Just one thing I’d like to share today. Often been accused of \n
  • Just one thing I’d like to share today. Often been accused of \n
  • Just one thing I’d like to share today. Often been accused of \n
  • Just one thing I’d like to share today. Often been accused of \n
  • Just one thing I’d like to share today. Often been accused of \n
  • Just one thing I’d like to share today. Often been accused of \n
  • \n
  • I’m a speaker. And before that a lawyer who ran my own practice for almost ten years.\n
  • My company is LexThink. I have a unique “job” I get to work with lawyers and law firms, \n\nI also get a chance to work with senior executives of big companies as I facilitate their meetings.\n\n\n
  • My company is LexThink. I have a unique “job” I get to work with lawyers and law firms, \n\nI also get a chance to work with senior executives of big companies as I facilitate their meetings.\n\n\n
  • My company is LexThink. I have a unique “job” I get to work with lawyers and law firms, \n\nI also get a chance to work with senior executives of big companies as I facilitate their meetings.\n\n\n
  • Improving the Client Experience

    1. 1. Mapping the ClientExperience Lifecycle by Matthew Homann LexThink LLC
    2. 2. One question to askyourself everyday.
    3. 3. How can we serve ourbest clients better?
    4. 4. Understanding your client’sexperience is the first step to improving upon it.
    5. 5. Leaving, on ajet plane ...
    6. 6. Daddy, I want to ridethe roller-coaster!
    7. 7. s m t w t f s 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 21Your clients don’t care about results most of the time.
    8. 8. # !They care about the experience they’re having right now.
    9. 9. Clients value! things most lawyers don’t measure.
    10. 10. How do clients? know you’re a good lawyer?
    11. 11. behavior! matters more than expertise.
    12. 12. What can I do?
    13. 13. Identify your1 ideal average client.
    14. 14. ? What is an ideal average client?
    15. 15. A B D C A = Clients that actually exist B = Clients your firm wants C = Clients your firm can get D = Firm’s Ideal Average Clients
    16. 16. Understand how2 they consume your services.
    17. 17. Map every stage3 of their client experience.
    18. 18. their experiencebegins before theywalk in your door.
    19. 19. Needs HelpSeeks SolutionEngages ProviderConsumes ServicesShares the Experience
    20. 20. Identify the one4 thing they value most right then.
    21. 21. Name 10 ways5 you can deliver the one thing they value.
    22. 22. Don’t forget to! identify a way to measure your improvement.
    23. 23. Ask your staff! & clients to help you.
    24. 24. 6 Do the easiest one first.
    25. 25. Repeat until7 you can improve no more.
    26. 26. LexThink .com innovation: for lawyers
    27. 27. @MattHomann
    28. 28. www.NonBillableHour.com

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