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Improving the Client Experience

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

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

Published in: Technology, Business

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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
  • Transcript

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