Client Service Strategies: Leveraging Feedback for Results
Presented by the Southeast Region
LMA Body of Knowledge Domain: Client Services
Competency: External Client Communications and Feedback
The best way to improve client service is by listening and learning from your clients. Successful client feedback programs do more than collect opinions—they drive strategic actions that enhance client experiences, strengthen relationships, and foster loyalty. This program will present key insights from research, surveys, and interviews highlighting the most common themes, praise, and complaints shared by clients. Participants will also explore best practices from law firms that effectively use feedback methodologies to create actionable follow-up strategies that yield measurable results.
Learning Outcomes:
- Create practical follow-up strategies that turn feedback into action.
- Conduct successful debrief meetings that drive meaningful change.
- Identify and share key trends, common themes, and best practices to elevate client service across the firm.
Speakers:
Dan Herbener is Client Experience (CX) & Marketing Analyst at Benesch, an AmLaw 200 firm with more than 400 attorneys across seven offices. In this role, Dan helps lead Benesch’s client experience program, including driving the firm’s client feedback collection and analysis to ensure a top-notch client experience, gain insights about clients’ preferences and opinions, and adapt the firm’s services to best meet its clients’ needs. Dan is also heavily involved with the firm’s business development efforts, collaborating with attorneys and departments across the firm to drive new client acquisition and revenue growth. Dan currently serves as Co-Chair of the Legal Marketing Association’s Client Value Shared Interest Group, which focuses on understanding and enhancing the relationships that exist between law firms and their clients.
Laura Meherg is a founder and partner in the Wicker Park Group. She plays a key role in all programs offered by WPG. Laura previously founded Meherg Consulting, which later became part of WPG. Before that, she served as Director of Client Services at Burr & Forman, where she was responsible for every aspect of marketing, business development, client service and training (1998-2005). She developed the firm’s client feedback program, which produced measurable results, won universal praise from firm leadership and became a benchmark in the industry. The Elite Excellence in Legal Marketing Awards named her 2004 “Marketing Director of the Year” and she recently received the 2023 Legal Sales and Service Award: Consultant of the Year. She has conducted thousands of interviews over the past 25 years and worked with more than 120 law firms.
Cost:
Members: Complimentary
Prospective Members: $59