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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Improving the Client Experience
- 1. Mapping the Client Experience Lifecycle by Matthew Homann LexThink LLC
- 2. One question to ask yourself everyday.
- 3. How can we serve our best clients better?
- 4. Understanding your client’s experience is the first step to improving upon it.
- 5. Leaving, on a jet plane ...
- 6. Daddy, I want to ride the 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 21 Your 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 your 1 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 how 2 they consume your services.
- 17. Map every stage 3 of their client experience.
- 18. their experience begins before they walk in your door.
- 19. Needs Help Seeks Solution Engages Provider Consumes Services Shares the Experience
- 20. Identify the one 4 thing they value most right then.
- 21. Name 10 ways 5 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 until 7 you can improve no more.
- 28. LexThink .com innovation: for lawyers
- 29. @MattHomann
Editor's Notes
- 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
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- 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
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- Just one thing I’d like to share today. Often been accused of \n
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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 \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
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- 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