You know your firm provides exceptional legal services—do your prospective clients know that? Learn about driving great experiences that lead to 5-star reviews and help your firm stand out from the competition.
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Customer Experience (CX) has become a critical differentiator in today’s hypercompetitive, ultraconnected global marketplace. However, most organizations struggle due to technology restraints. This webinar shares simple, low cost strategies, like Journey Mapping, to help you improve your CX, and similarly, Net Promoter Score® (NPS®).
Reviews: The Best Kept Secret to Landing Page OptimizationTrustpilot
Check out our webinar to see real examples of how IDWholesaler diminished customer hesitation with reviews to ultimately increase conversions and ROI from digital spend. They were even able to grow revenue by 315% for one of their key product lines, just by simply adding reviews to their landing page!
An introduction to NPS - Net Promoter ScoreStartquestion
Learn how to gather valuable data with the use of a client loyalty assessment tool.
Startquestion - Online surveys, forms, and tests.
Net Promoter, Net Promoter Score, and NPS are registered trademarks of Satmetrix Inc., Bain & Company Inc., and Fred Reicheld.
Learn more about how to avoid mistakes in NPS surveys:
https://blog.startquestion.com/7-mistakes-in-nps-questions-find-out-how-not-to-make-them-in-your-online-survey/
In the last three chapters of our playbook, we covered why customer feedback is important, how to write questions to maximize the impact of that feedback, and how to get customers to provide feedback. For the fourth chapter, we’re going to discuss how to assemble all the pieces of your business to achieve success. It’s important that everyone within your organization is set up to act on the data you’re receiving as part of your customer feedback program.
We’ll dig into having a champion, establishing the right culture, aligning with current processes of your organization, and how to motivate employees, from hourly to upper management to create a successful program.
A SPLICE Expert Perspectives Webcast: Customer Experience Beyond SurveysSPLICE Software
Customer Experience (CX) has become a critical differentiator in today’s hypercompetitive, ultraconnected global marketplace. However, most organizations struggle due to technology restraints. This webinar shares simple, low cost strategies, like Journey Mapping, to help you improve your CX, and similarly, Net Promoter Score® (NPS®).
Reviews: The Best Kept Secret to Landing Page OptimizationTrustpilot
Check out our webinar to see real examples of how IDWholesaler diminished customer hesitation with reviews to ultimately increase conversions and ROI from digital spend. They were even able to grow revenue by 315% for one of their key product lines, just by simply adding reviews to their landing page!
An introduction to NPS - Net Promoter ScoreStartquestion
Learn how to gather valuable data with the use of a client loyalty assessment tool.
Startquestion - Online surveys, forms, and tests.
Net Promoter, Net Promoter Score, and NPS are registered trademarks of Satmetrix Inc., Bain & Company Inc., and Fred Reicheld.
Learn more about how to avoid mistakes in NPS surveys:
https://blog.startquestion.com/7-mistakes-in-nps-questions-find-out-how-not-to-make-them-in-your-online-survey/
In the last three chapters of our playbook, we covered why customer feedback is important, how to write questions to maximize the impact of that feedback, and how to get customers to provide feedback. For the fourth chapter, we’re going to discuss how to assemble all the pieces of your business to achieve success. It’s important that everyone within your organization is set up to act on the data you’re receiving as part of your customer feedback program.
We’ll dig into having a champion, establishing the right culture, aligning with current processes of your organization, and how to motivate employees, from hourly to upper management to create a successful program.
Turning Customer Reviews Into Real RevenueTrustpilot
Join Trustpilot and Zendesk for a webinar with tips on how to handle customer feedback and leverage it, in the form of reviews, to increase sales. You will hear from Skyscanner, a mutual customer of Trustpilot and Zendesk, who will walk through how they’ve optimized their processes for handling customer reviews, improving customer satisfaction and their overall reputation.
OpsStars 2019 - Using Customer Journeys to Supercharge your Revenue Engine R...Christine Crandell
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In this session, join award-winning CX strategy expert and author Christine Crandell to learn how to spot and use key customer micro-moments to keep your Revenue Ops model always at peak performance. And how to use journey maps to optimize your go-to-market model for truly differentiated customer experiences that result in faster revenue cycles.
The Value of Developing Relationships in SellingJames Muir
Presentation given in 2012 to the NextGen Healthcare national sales force. On the value of developing relationships and genuinely providing value for clients.
Cracking the C-Suite: Finding and Aligning with the Relevant Executive in 2010G3 Communications
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E book - Hiring tool kit for Smart RecruitersTalview
Talview E-book for recruiters gives a complete working tool kit for recruiters for a better and quality hiring. The E-book is divided into brief Six chapters where it gives complete information about the innovative change in the Talent Acquisition Department.
3 keys to improving your customers checkout experience slidesharecloud.IQ
How often have you abandoned a checkout due to a confusing and difficult experience?
Unfortunately this is more common than it should be. Join Kath Pay of Plan to Engage and James Critchley of cloud.IQ, where we will focus on 3 keys to leverage in order to prevent abandonment of the shopping cart process.
7 Steps To Travel Industry Social Media Mastery by @DrNatalie #DrNatalieDr. Natalie Petouhoff
Many people start their social media initiatives by putting up a Facebook and a Twitter and saying things like, "Happy Monday and buy our stuff." And then wonder where the ROI is.
In my consulting with companies over the past 12 years in digital and social media, I found that there isn't much structure around how to approach social media - not enough information on how to do more of the right things, benchmark where the company is and figure out -- from best practices -- what those next steps are...
This presentation looks at 7 Steps to FastTrack Your Social Media and Digital Communication Programs. It's what I use not only in my consulting but also what I teach at The Summer Institute for Center for Media, Entertainment and Sports at UCLA Anderson as well as at UCLA Extension.
I think you find some great practical and strategic tips that will get your further along in your initiatives so you can justify your program and get the budget you need and the resources! Social Media is not free. It does have a very high ROI... but you have to know how to use it to get the ROI...
Without an effective onboarding process, converting leads into clients and growing your practice can be challenging. So, how can you turn leads into clients who then become raving fans?
In this webinar, Director of Product & Enterprise Marketing, Elise Lambert shares her strategies for successfully boosting your firm's lead generation, referrals and conversions.
With more than 50% of clients turning to search engines to find a lawyer, Google’s Local Services Ads in Clio are a simple, cost-effective way to appear when and where clients are searching.
Join Elyse Goldman from Google and Joe Runkle from Runkle Law at our upcoming webinar to see how you can start attracting the right clients today, without having to be a marketing expert.
You’ll learn:
What Google’s Local Services Ads are and how they work
How to appear at the top of Google search results to attract high-intent leads in your area easily, and at the right price
How this firm used Google Local Service Ads in Clio to get a return-on-investment of 10x on his marketing dollars
Are you looking to enhance the client intake processes at your firm?
By automating repetitive tasks and streamlining communication channels, you can efficiently manage client inquiries, provide timely responses, and create a smooth experience for potential clients.
Join us for a live product walkthrough with Clio's product experts, Aamnah Izhar and Alice Wang, as they showcase how to:
Leverage text messaging and automated emails for seamless communication
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Join Trustpilot and Zendesk for a webinar with tips on how to handle customer feedback and leverage it, in the form of reviews, to increase sales. You will hear from Skyscanner, a mutual customer of Trustpilot and Zendesk, who will walk through how they’ve optimized their processes for handling customer reviews, improving customer satisfaction and their overall reputation.
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The key to optimizing revenue is to keep sales, marketing and customer success teams aligned to customer journeys. And yet, journeys are not static. Keeping all teams aligned to revenue cycles means staying on top of constantly shifting customer expectations and behaviors. And CX expectations begin well before - and continue long after - the point of purchase!
In this session, join award-winning CX strategy expert and author Christine Crandell to learn how to spot and use key customer micro-moments to keep your Revenue Ops model always at peak performance. And how to use journey maps to optimize your go-to-market model for truly differentiated customer experiences that result in faster revenue cycles.
The Value of Developing Relationships in SellingJames Muir
Presentation given in 2012 to the NextGen Healthcare national sales force. On the value of developing relationships and genuinely providing value for clients.
Cracking the C-Suite: Finding and Aligning with the Relevant Executive in 2010G3 Communications
Stephen J. Bistritz, Ed.D. author of the new book “Selling to the C-Suite.” Steve shares strategies on how to map an organization to determine the formal and informal power. He is joined by Dan McDade, President of PointClear, who shares recent success stories on using Multi-touch, Multi-media, Multi-cycle campaigns that Multiply Results and gain access to high level executives.
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Many people start their social media initiatives by putting up a Facebook and a Twitter and saying things like, "Happy Monday and buy our stuff." And then wonder where the ROI is.
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I think you find some great practical and strategic tips that will get your further along in your initiatives so you can justify your program and get the budget you need and the resources! Social Media is not free. It does have a very high ROI... but you have to know how to use it to get the ROI...
Without an effective onboarding process, converting leads into clients and growing your practice can be challenging. So, how can you turn leads into clients who then become raving fans?
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What Google’s Local Services Ads are and how they work
How to appear at the top of Google search results to attract high-intent leads in your area easily, and at the right price
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1. How to Generate New Business
With Client Reviews
Applying Learnings From the Legal Trends Report at Your Firm
2. Housekeeping
● Session length: 60 minutes
● Use to engage with fellow meetup attendees
and select “everyone” in the dropdown
● Use to ask questions directly to panellists
● Please fill out the survey at the end of the session
3. 3
Agenda
● Meet the panelists
● Power of 5 star reviews
● Marketing spend
● Asking for reviews
● Navigating reviews
● Helpful tools
● Additional resources
● Q&A
4. 4
Jocelyn O’Neill
Senior Virtual Events Manager, Clio
jocelyn.oneill@clio.com
Geeta Daswani
Founder at The Daswani Law Co.
geeta@thedlc.co.uk
Today’s Speakers
Allen Rodriguez
Founder, ONE400
allen@one400.com
5. 5
How many of you
actively ask for reviews?
a. I do
b. I don’t
c. I don’t know how
d. I don’t because I am
worried about negative
reviews
9. Client Journey
1. Someone experiences a compelling event
2. They confide in a friend or family member
3. They conclude they need legal help
4. Absent a referral from a personal trusted source, they turn to
the internet for help
5. This is where marketing and reviews begin to have a really
fast and big impact on hiring decisions
10. Evaluating a lawyer, what is easier?
1. How many cases like mine have you litigated in the
past year?
2. Do you maintain malpractice insurance?
3. What will be the experience like for me once I hire your
firm?
4. What percentage of your practice is dedicated to
solving problems like mine.
5. What administrative support do you have?
6. How much caseload do you have now? Do you have
capacity for a matter like mine?
7. How does your office manage appearance conflicts?
Will you be using of counsel or appearance attorneys
on my matter?
This Or this?
11. Edging out your competition
1. People would rather interview past clients than continue interview an attorney
2. Reviews are your past clients real (mostly) stories about their experience with you
3. How they left “feeling” about the consultation
4. Price might also likely be a factor
If all things were equal (i.e., price, qualification) what would a lay person rely on to make a final
decision?
12. Edging out your competition
Which rating has the greatest influence on purchasing decisions?
13. Edging out your competition
2018 study published in the Journal of Consumer Research found
that four-star reviews can be more persuasive to potential customers
than five-star reviews — increasing the likelihood of a purchase by
19%.
Boston University’s Associate Professor Daniella Kupor, also explains,
“We found that when people saw the four-star review, they thought
that the review was more through and that the reviewer’s evaluation
was more accurate… A very thoughtful, moderately positive
review can more greatly persuade people to purchase a product
than an extremely positive review that clearly didn’t result from a lot
of thought.”
4 Star reviews with plenty of context are best.
14. Accountability partner
● Reviews are real feedback about how your office is performing
● You can use that feedback in the same way an athlete uses workout data to improve their
performance
● Improving your client satisfaction/delight will result in more referrals and less marketing
spend
● Before soliciting reviews, I recommend using Net Promoter Score (NPS) for measuring
client satisfaction
For more on NPS read:
https://hbr.org/2003/12/the-one-number-you-need-to-grow
16. Law firm marketing is expensive
According to Wordsteam, the keyword “Attorney” and
“Lawyer” hold the 4th and 6th position for most expensive
keywords.
“Attorney” average cost per click is $47.07
“Lawyer” average cost per click is $42.51
When you take conversion rates into account:
The cost per lead can range from $90 to $600.
17. Law firm marketing is expensive
● It is much more cost effective to provide your clients with a delightful experience than it is to outspend
your competitors.
● Friends and family referrals are highest quality leads (presold)
● Organic search also provides high quality leads, but can also be expensive
18. Positive reviews are your new referral sources
1. Someone asks a friend or family member for a referral
2. They provide a name and then tell the person in need to
use Google for contact information
3. The person in need starts forming an opinion about your
firm based on those search results
21. Geeta’s process
1. Once a matter is concluded we get in touch with the client to check in. We ask them
- if they have any further questions or if we can provide any further support
- If they are comfortable with the deliverables and donʼt need further support can we close the file and
send over the invoice
- to leave us a review. We make sure we include the link to our Google Reviews page so that the client can
submit their review as seamlessly as possible
2. Once a client has left us a review we make sure to reply to it within 24-48 hours
22. Have a process and follow it
1. Choose a survey cycle - conclusion of every deliverable
2. Ask if the client/prospect is finding the interaction valuable
3. Let the client/prospect know that youʼll be asking for a review
4. Attempt to delight the client/prospect
5. Send a follow up communication along with the review request
23. Case study
1. Incoming call goal, be helpful
2. They aim to be a resource
3. They focus on service to the caller
4. They have dedicated staff to focus on clients
5. They aim to provide value
6. They ask for reviews
526 reviews at an average of 5 stars
25. Negative reviews are not the end of the world
1. Respond to negative reviews
2. Take ownership of actual shortcomings
3. Take ownership of normal processes and procedures
4. DO NOT REVEAL ANY CONFIDENTIAL INFORMATION
35. Clio Manage
Legal practice management software
Our most popular product—the industryʼs leading solution
to help manage clients, organize cases, and automate tedious
tasks like getting paid and month-end billing.
Clio Grow
Client intake and legal CRM software
Standardize the client intake process with online intake
forms, email automation, and e-signatures to build strong
relationships, and get powerful data insights to grow your firm.
Lawyaw
Advanced document automation
New software for solo, small- and mid-sized legal practices that
streamline information gathering and document assembly with
programmable templates, built-in e-sign and other features.
Clio’s Offerings
36. Polls: Participate to win a $25 Starbucks card ☕
Poll 1: For Non-Clio Users
Would you like to learn more about:
a. Clio’s offerings
b. No, I’m not interested or already
use Clio
36
Poll 2: For Clio users
Would you like to learn more about:
a. Adding Clio Grow for client intake
b. Adding Clio Payments
c. No, I’m not interested or already
use Grow/Payments
37. Additional Resources
37
● Google my Business in Clio
● Clioʼs App Directory for Review Tools
● Report: 2022 Legal Trends Report
● Webinar Series: Applying Learnings From the Legal
Trends Report at Your Firm
● CLE-Eligible Webinar: 2022 in Review:
What's Working for Your Firm and What Isn't
● CLE-Eligible Webinar: Legal Tech Roundup: Tools and
Services Your Firm Needs in 2023