Optimizing Client Service: Delivering Value and Enhancing Experience

Optimizing Client Service examines how legal services firms can achieve competitive differentiation through outstanding client service.

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  • Publication date: July, 2017
  • Pages: 150
  • ISBN: 978-1-78358-296-9


“There are one hundred lawyers lined up who can do the work. I want to work with the one that understands my business, understands my needs and makes my life easier.” 
Fortune 100 in-house counsel

In a low growth, low demand market where competition is only getting fiercer, holding on to clients has to be every firm’s priority. And when it comes to client loyalty, legal expertise and a strong track record of results just aren’t enough. They are, in fact, just table stakes for any firm that seeks to compete on a more sustainable platform than price. What sets a firm apart in today’s market are the intangibles: empathy, inimitable experience, and the sort of value that doesn’t show up on the bill. 

With contributions from a wide range of authors working within legal services and beyond, Optimizing Client Service: Delivering Value and Enhancing Experience examines the steps firms must take to achieve competitive differentiation through outstanding client service, including designing and implementing a robust, business-wide client feedback program; developing an understanding of the client experience; and innovating in its truest sense, to deliver empathetic, valuable service. 

The book is designed around four essential themes: Know Your Client; The Client Experience; Client Service Innovation; and Client Loyalty. 

In a hyper-competitive market where there are literally hundreds of lawyers capable of solving the most pressing client problems, those lawyers who excel at client service have the most client loyalty. Optimizing Client Service: Delivering Value and Enhancing Experience will enable firms of all sizes to focus deeply on client service and stand out in the legal marketplace.


Part One: Know Your Client

  • 1. Designing a robust client feedback program 
  • 2 .Developing a plan to make best use of client feedback 
  • 3 .Client success through better intelligence
  • 4 .How KM can give clients more value 

Part Two: The Client Experience

  • 5. The role of client journey mapping in building sustainable competitive advantage
  • 6. Using Net Promoter Score to learn what your clients really think of you
  • 7. Creating an effective Client Value Proposition 
  • 8. Pricing and client perceptions of value

Part Three: Client Service Innovation

  • 9. The astounding pleasure of service 
  • 10. Being a client’s business partner 
  • 11. The client service mind set 
  • 12. Case study: Client Service Technology and Innovation

Part Four: Client Loyalty

  • 13. The science behind building client engagement and loyalty to the firm
  • 14. Client Loyalty: Delivering exceptional client service (Advice from master rainmakers) 
  • 15. Case study – The link between client experience and loyalty
  • 16. From valuable to invaluable – How to add value to client relationships
Full Executive Summary


Peter Lane Secor
Peter Lane Secor is the director of strategic pricing and project management with Pepper Hamilton LLP. Mr. Secor concentrates on legal project management with a focus on improving effi ciencies through shared management responsibilities, strengthening communication and making value transparent. His expertise includes client/matter profi t analysis and providing partners with performance evaluations from a fi nancial perspective.
Nathaniel Slavin
Nat Slavin is a founder and partner in the Wicker Park Group. He regularly advises law firms on client service strategies and has conducted client feedback interviews with more than 500 clients on behalf of law firms. He also leads law firm client teams, trains lawyers on all aspects of building client loyalty, and advises individual lawyers on leadership and client development. He has authored more than 100 articles and frequently speaks on client service, client loyalty, and trends in the legal industry. He served as publisher of InsideCounsel and held various editorial and management positions at the company from 1992–2006. Nat is an elected fellow in the College of Law Practice Management and a Legal Marketing Association (LMA) Hall of Fame Inductee. He served as president of International Board of Directors LMA in 2007 and as a board member from 2003–2007 and is the 2017 president of the West Region. He has served on the board of directors for Across the Table, Open Books, Poder Learning Center, and Shift Worldwide.
Sally Dyson
Director of Firm Sense Limited, a specialist consultancy providing client relationship evaluation and advice for law firms
Mark Medice
Mark Medice is responsible for strategic marketing and new program development at Intapp, helping law fi rms to achieve client success using metrics and actions, exploring innovation in client service. Prior to Intapp, Mark led the Peer Monitor program at Thomson Reuters, consulting with law fi rm leaders on topics like fi nancial competitive intelligence and benchmarking, industry performance, rates, pricing trends and strategy, profi tability, among other metrics. He is a licensed attorney and also worked throughout his career with Morgan Lewis, IBM, and Procter & Gamble.
Andrea Maciejewski
Director of client engagement at Levenfeld Pearlstein, LLC
Jennifer Roberts
Jennifer Roberts manages the strategic research function at Intapp, responsible for the analytics and research component that supports product development and thought leadership for new initiatives. Leveraging her skills to advocate, evangelize and build data-fueled products and insight, she examines theprofessional services industry to drive analytical intelligence that informs strategic decisions and solves organizational needs. Prior to joining Intapp, Jennifer received her MA from the University of Minnesota in advanced statistical methodology and performance measures. 
Harriet Creamer
Harriet Creamer has over 25 years of experience of working in the legal services sector, both as a client lawyer and in management. Harriet trained, practiced and became a partner at Freshfields Bruckhaus Derringer, where – having become the City of London’s first PSL – she headed up their knowledge management function, developing and managing knowledge services across their worldwide network of offices. Since leaving Freshfields, Harriet has been a director of Outer Circle, a consultancy she established with a colleague to provide knowledge management and practice development advice, principally to professional services firms. She has extensive experience of helping firms use their knowledge strategically, both to strengthen client relationships and drive profitability. She also advises firms on how to ensure that their knowledge management activities are aligned to and support the delivery of their strategic business objectives and that they derive value from their investment in knowledge management. She regularly works with partners and groups of partners to help them identify and prioritize the development of key knowledge tools for their practice areas. Harriet is an experienced presenter and a regular speaker at KM conferences and other events, as well as writing regularly on aspects of KM for the legal press. She is a member of the Law Society’s Standing Committee on Company Law.
Andrew Hedley
Director, Hedley Consulting Ltd
Megan Heltemes
Director Strategic Account Management, Elevate Services, Inc. 
Liam Brown
Founder and Executive Chairman, Elevate Services, Inc.
Douglas McPherson
Doug has worked with professional service firms for over 20 years, first as head of sales and marketing for Intellectual Property Publishing, then as the commercial director of Lloyds of London’s Marine Intelligence Unit. Doug is now a director of Size 10½ Boots, a business development agency that works solely with professional service firms. Size 10½ Boots work with law firms, patent and trademark attorneys, Chambers, and accountancy practices all over the UK. They combine their knowledge of the professional services market and direct in-house experience with the sales and marketing skills Doug and his partner Bernard Savage acquired from past roles in international blue chip sales-led organisations. In addition to providing strategic marketing advice, Size 10½ Boots provide a range of more tactical support, including training and personal coaching for professionals at all levels, copywriting and design services, and targeted PR support. Doug is a regular contributor to a range of publications in addition to Solicitors Journal, including Managing Partner, Private Client Adviser, Intellectual Property, The Patent Lawyer, and The Barrister.
Eric S. Meltzer
Director of strategy and pricing at Lane Powell
Paul Williams
Partner at Shook Hardy Bacon
David H. Freeman
Chief Executive Officer of David Freeman Consulting Group
Dr Alicia Fortinberry
Alicia Fortinberry, PhD (Organizational Psychology) has gained global recognition for her powerful, lasting impact on top-tier law and other organizations and leaders. Drawing on the latest science of human motivation and change, Alicia enables firms to shape strategy and build the right leadership, performance and diverse, cohesive culture. Alicia’s clients include internationals such as Herbert Smith Freehills and Allens Linklaters and major national and mid-sized law firms, as well as many Fortune Global 500 corporations. With her partner Dr Bob Murray, Alicia received the highly prestigious American Science Achievement Award and was appointed to head the US government’s comprehensive national work stress initiative. Their latest book, Leading the Future: The new human science of law firm strategy and leadership (Ark Group, London), guides leaders to apply the latest science to areas such as navigating a firm or practice group through rapid change, managing high performance teams, and understanding the needs and motivators of clients. With Bob she also wrote two international best-sellers Creating Optimism and Raising an Optimistic Child (McGraw-Hill, New York).
Dr Bob Murray
Bob Murray, MBA, PhD is an internationally recognized expert in strategy, leadership, influencing, human motivation, and behavioral change. Bob’s insights are based on his wide experience in business as well as his deep knowledge of research in the areas of management, psychology, genetics and neurobiology. Clients include premier global law firms and mid-sized firms in Australia, the UK and Europe, alongside many Fortune Global 500 corporations. With his colleague Dr Alicia Fortinberry, Bob won the American Science Achievement Award and was appointed to head the Obama Administration’s comprehensive national work stress initiative. Bob’s latest book with Dr Alicia Fortinberry, Leading the Future: The new human science of law firm strategy and leadership (Ark Group, London), shows the potential impact of the new science of being human on organizational success. With Alicia he is also the author of the international best-sellers Creating Optimism and Raising an Optimistic Child (McGraw-Hill, New York). Dr Bob has lectured at Sydney, Melbourne, Duke, Tufts, South Florida and California State universities.

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