According to a BTI Client Relationship Scorecard, 87.1% of clients today admit they will replace their current primary law firm if given a compelling reason. Drawing inspiration from Maslow’s hierarchy of needs, Alyson Fieldman, Account Supervisor at One North Interactive, discusses how firms can avoid this scary statistic by segmenting their clients in order to promote client satisfaction, loyalty and evangelism.
From The 2013 Experience Lab: The Relationship Game. For more on #1NLab13, visit http://bit.ly/HRVAFX. To view a recording of this session, visit http://bit.ly/J2jYWE.