2019 Next Big Thing: Service Metamorphosis: Driving Performance Improvement

Sponsored by: LMA International 
Domains: Business of Law and Client Services

“Service” has been talked about for more than 30 years. And, if we are honest, our profession should receive an “F” for its efforts. The law firm’s historic culture and structure make measurable, firmwide improvement slow at best and impossible at worst.

We are tackling this critically important topic to help law firms of all sizes protect their most important asset – their client relationships. With competition being at an all-time high, legal industry articles predicting continued market shifts and mergers, and a potential recession looming in 2020, “Service Metamorphosis” comes in the nick of time.

Armed with the belief that most lawyer-client relationships can measurably and strategically improve, we have identified and outlined steps lawyers can take to move the relationship needle. These will benefit both your key clients and the law firm – thoroughly defined and tailored service enhancements will make a difference in how they communicate and in both lawyer and client satisfaction.

• Understand the four stages of Service Metamorphosis and how the strategies and tactics in these four stages can transform your client relationships, lawyer confidence in having vital conversations and improve your bottom line
• Assess where your firm falls on the Service Metamorphosis spectrum and know what to do next
• Identify what your marketing/business development team can do to get the lawyer and the law firm ready for a service-driven, performance-improvement culture

Presenters:
Deborah McMurray, CEO and Strategy Architect, Content Pilot, LLC
Brenda Plowman, Chief Marketing Officer, Fasken Martineau Dumoulin LLP

Price: Complimentary for Members