Sponsored by: Client Value SIG
Domain: Client Services
BoK Competency: Structing and Managing Client Teams

Join the Client Value SIG as we explore the benefits of soliciting client feedback to understand client needs to deepen client loyalty and satisfaction. We will discuss best practices and strategies for gaining buy-in from attorneys and senior leadership to implement a client feedback program using a range of methods, from low-touch electronic surveys to high-touch individual interviews. The session will also provide practical tips on how turn feedback into action.

Learning Outcomes:

• Discuss strategies to gain buy-in from key internal stakeholders to implement a client feedback program.
• Identify ideal clients for feedback and methods for outreach.
• Share best practices for piloting a client listening program

Presenters:
Patricia Ellard, Director of Client Experience Analytics & Service Design, Troutman Pepper Hamilton Sanders LLP
Caitlin White, Director, Wicker Park Group