2020 Next Big Thing: Service Metamorphosis 2.0 – What Clients Want

2020 Next Big Thing: Service Metamorphosis 2.0 – What Clients Want

Sponsored by: LMA International 
Domains: Business of Law, Client Services, and Marketing Management and Leadership

In 2019, the Next Big Thing defined and structured Service Metamorphosis 1.0 – Driving Performance Improvement. A cornerstone of 1.0 was establishing the four stages of “Service Metamorphosis” and designing a comprehensive assessment tool so firms could analyze where they fall within the four stages. It was focused on how to build or improve your law firm’s service ethic and culture – and how to make it more measurable, accountable and predictable to your clients.

In 2020, we are doubling-down on “Driving Performance Improvement,” and are focusing on “What Clients Want.” The only way for service to drive law firm performance improvement is to rethink, redesign and restructure the delivery of legal services based on how clients want them delivered. The solution-finding and pathway to improvement must be collaborative or the universal areas of difficulty for law firms will impede your progress and potentially sabotage your client relationships.

Learning Outcomes:

  • Identify the problem areas that are the most painful for clients - those that sabotage your client relationships and prevent client loyalty.
  • Understand what constitutes a successful and sought-after Mutual Purpose Meeting.
  • Review a service scorecard that can be employed in your firm

Deborah McMurray, Founder, CEO, and Strategy Architect, Content Pilot LLC
Brenda Plowman, Chief Marketing Officer, Fasken

Price: Complimentary for Members

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