Customer service

Crack the Code: What The Apple Store can teach law firms about sales and service

The Apple Store is the most profitable retailer in America, generating an average of $5,600 per square foot and attracting more than 20,000 visitors a week, according to author Carmine Gallo, The Apple Experience: Secrets to Building Insanely Great Customer Loyalty. She writes that when Steve Jobs first started The Apple Store he did not [...]

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Can a Law Firm Truly Differentiate?

What are you doing to differentiate your law firm in a highly competitive market? Differentiation is the process of distinguishing products or services to make them attractive to a target audience. In short, differentiation helps “us” choose – pink or blue, regular or lite…. What happens when there’s not enough differentiation? What happens when everything [...]

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What Law Firms Can Learn About Delivering Happiness from Tony Hsieh | CEO Zappos

In these changing times, we all need fresh ideas and inspiration. Delivering Happiness delivers. Tony Hsieh’s recently released book, Delivering Happiness | A Path to Profits, Passion and Purpose, is destined to be a classic Gen X must read business book following in the footsteps of other great Boomer reads such as Jim Collins’ Good to [...]

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Amazon: The Disney of Delivery

Where does your law firm stack up? Are you creating experiences or are you delivering “business as usual?” I wish I had some really good excuse for not publishing to my blog in over a week; like I tripped, fell and broke both my hands. But I don’t. Fact is, I’m still in the belly [...]

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What is the price for a loyal client?

I think many businesses [and law firms] are shooting themselves in the foot when they cut corners on the wrong stuff. For example: Discount stores like Marshalls, TJX and Ross are perfectly positioned for a recession when discretionary dollars are tight. The other evening the mid-town Miami Marshalls was teeming with shoppers sorting through tons [...]

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