Discovering Client Service
byWhy do law firms struggle with client satisfaction? Perhaps it is because often times the work a lawyer does has such terribly high stakes—results…
Client Service
DLA Piper: What’s in the secret sauce? Shhh…Sales…
byOn a typical day, Catherine Zinn sits in on a lot of meetings. She meets with existing clients, new clients, firm executives, and partners….
The Heart and Soul of Your Law Firm | What Vendor Relationships Reveal
byToday a package of materials from a new client of mine arrived overnight, first AM delivery. The delivery surprised me and exceeded my expectation…
Can a Law Firm Truly Differentiate?
byWhat are you doing to differentiate your law firm in a highly competitive market? Differentiation is the process of distinguishing products or services to…
What Law Firms Can Learn About Delivering Happiness from Tony Hsieh | CEO Zappos
byIn these changing times, we all need fresh ideas and inspiration. Delivering Happiness delivers. Tony Hsieh’s recently released book, Delivering Happiness | A Path to…
Amazon: The Disney of Delivery
byWhere does your law firm stack up? Are you creating experiences or are you delivering “business as usual?” I wish I had some really…
Is alternative billing enough to differentiate your law firm in this competitive business market?
byWord is that in this economy law firm clients are willing to walk across the street just to get better value. Go figure. Value…