Wednesday, January 22, 2014
Wicker Park Group: Measuring Referability | Wicker Park Group - Client Feedback for Law Firms and other Professional Service Firms
Tuesday, January 21, 2014
Measuring Referability
Knowing that word of mouth referrals dominate attorney and law
firm hiring decisions, Stinson Leonard Street decided to accelerate its understanding of the firm’s referability. Adding to their already robust client
feedback efforts which include regular leadership visits, internal and third
party conducted in-person and telephone client interviews, and a client
advisory panel; the firm incorporated an electronic tool to establish benchmarks
for referability using the Net Promoter Score (NPS). Stinson Leonard Street’s
CBDO, Jill Weber shares some best practices, benefits and lessons learned in an interview following her recent presentation on the topic at the LMA Bay Area Chapter CME program.
Labels: client feedback, client interviews, competitive advantage, electronic surveys, Net Promoter Score, NPS
Tuesday, May 7, 2013
GC Focus - How GlaxoSmithKline uses AFA's and Project Management
Lindsay Griffiths, the Director of Global Relationship Management, of the International Lawyers Network, has a great write-up of a panel discussion on project management, fee arrangements and what law firm's need to do serve their clients' needs in a relatively fast moving landscape.
The panel was held in April at the Legal Marketing Association annual conference:
"GC Focus: Project Management. Position Your Firm in Alignment With the Unique Challenges Faced by In-house Counsel."
Panelists included:
Keith Isgett, the Managing Attorney-General - Global External Legal Relations, GlaxoSmithKline (GSK)
Justin Ergler, Sourcing Group Manager, Legal Services Procurement, GlaxoSmithKline
Nat Slavin, Founder and Partner of Wicker Park Group
With Moderator Alicia Brown, Director of Strategic Relationships for Bloomberg Law.
Closing comments are words to live by:
Nat Slavin: Relentlessly ask your partners what matters to their clients and share that at your firm, one size fits one.
Keith Isgett: Train your folks on alternative fees speak, so that they understand what's being said.
Justin Ergler : Change with your clients - don't react. Understand where they're going, and be there with them.
Read the entire article here at Lindsay's great Zen & The Art of Legal Networking site.
The panel was held in April at the Legal Marketing Association annual conference:
"GC Focus: Project Management. Position Your Firm in Alignment With the Unique Challenges Faced by In-house Counsel."
Panelists included:
Keith Isgett, the Managing Attorney-General - Global External Legal Relations, GlaxoSmithKline (GSK)
Justin Ergler, Sourcing Group Manager, Legal Services Procurement, GlaxoSmithKline
Nat Slavin, Founder and Partner of Wicker Park Group
With Moderator Alicia Brown, Director of Strategic Relationships for Bloomberg Law.
Closing comments are words to live by:
Nat Slavin: Relentlessly ask your partners what matters to their clients and share that at your firm, one size fits one.
Keith Isgett: Train your folks on alternative fees speak, so that they understand what's being said.
Justin Ergler : Change with your clients - don't react. Understand where they're going, and be there with them.
Read the entire article here at Lindsay's great Zen & The Art of Legal Networking site.
Friday, April 19, 2013
More on The Legal Industry Value Challenge and What it Means
While there continues to be much debate about the impact of the ACC's Value Challenge in the U.S. market, there is no doubt that demonstrating value in key client relationships with law firms (and all clients for that matter) is critical.
The Association of Corporate Counsel has announced that they are expanding the Value Challenge to Europe and created a digital guide as a resource.
Discussions about value, billing, efficiency and continuing law firm efforts to meet the business needs of the client remain hot topics at industry events. But when interviewing in-house counsel about the impact of the value challenge, most simply don't understand, or know, what the value challenge actually means.
In those same interviews, the key themes are repeated by the vast majority of law firm clients we interview as critical to the modern client/lawyer relationship (this list is from the ACC Value Challenge website):
If you don't know about the value challenge read the guide. Also read our earlier post about how Leonard, Street and Deinard took the value challenge to heart and focused on the core mission: Meet-Talk-Act.
The Association of Corporate Counsel has announced that they are expanding the Value Challenge to Europe and created a digital guide as a resource.
Discussions about value, billing, efficiency and continuing law firm efforts to meet the business needs of the client remain hot topics at industry events. But when interviewing in-house counsel about the impact of the value challenge, most simply don't understand, or know, what the value challenge actually means.
In those same interviews, the key themes are repeated by the vast majority of law firm clients we interview as critical to the modern client/lawyer relationship (this list is from the ACC Value Challenge website):
- Aligning Relationships
- Value-based Fee Structures
- Staffing and Training Practices
- Budgeting
- Project Management
- Process Improvement
- Use of Technology
- Data Management
- Knowledge Management
- Change Management
If you don't know about the value challenge read the guide. Also read our earlier post about how Leonard, Street and Deinard took the value challenge to heart and focused on the core mission: Meet-Talk-Act.
Wednesday, April 17, 2013
The Paradigm Shift in the Business of Law
This new video from RethinkLaw perfectly captures the state of the Legal industry and the ongoing and evolving shift in the client/law firm relationship.
The most important part of client feedback
The most important part of the client feedback process is being prepared to act on the feedback you receive.
When we advise our law firm and professional service firms on best practices in client feedback there are several "rules" to follow, but the number one rule is: You are making a promise. You are making a promise that if you are going to take your client's time and ask for feedback you are going to follow up on that feedback.
It is worse to ask for feedback and not follow up then to not ask at all.
In a recent post on the Fast Company web site, they offer three tips that are a critical part of the follow up.
Their advise is important piece of the feedback follow up process.
When we advise our law firm and professional service firms on best practices in client feedback there are several "rules" to follow, but the number one rule is: You are making a promise. You are making a promise that if you are going to take your client's time and ask for feedback you are going to follow up on that feedback.
It is worse to ask for feedback and not follow up then to not ask at all.
In a recent post on the Fast Company web site, they offer three tips that are a critical part of the follow up.
Their advise is important piece of the feedback follow up process.