Delivering an excellent client experience is essential to practice success – but the majority of practices remain highly complacent about how both their clients – and their lost prospects – see them.

Those practices that do focus on client/customer experience reap the rewards in terms of higher conversion rates, more referrals, less downward pressure on fees, enhanced pricing power, increased employee engagement and the ability to differentiate themselves in a highly competitive market.

This workshop is targeted at law practice principals and managers who really want to make a truly excellent customer experience their competitive advantage. It discusses:

• What clients want – trends and research re client value.
• The customer journey – and key touchpoints
• Where law practices need to try harder
• How to get your team on board
• Developing team skills & changing team behaviours
• Practice systems to support an excellent customer experience
• The engagement experience – and how to convert enquiries
• Measuring the client experience and net promoter scores
• Positioning, marketing and client experience
• Leveraging an excellent experience into more clients and higher profits.

This workshop is limited to 15 places.

It entitles attendees to claim CPD points in all 3 core CPD areas: practice management/business skills, professional skills and practical legal ethics.

Attendees will have additional support and coaching from Giles Watson on client experience issues for up to a month after the workshop.