After seeing a couple of post in the last few days about client satisfaction, I got to wondering how many posts I have made on this blog over the past 10 years that touched on the subject. So I went to my trusty search box above and entered “client feedback.” Having preached over and over
client surveys
Who Gives a Darn If Clients Are Satisfied?
By Tom Kane on
Posted in Client Communications, Marketing Tips
Apparently not too many firms according to an online “Leadership Matters” survey (a collaboration of TheRemsenGroup and Sterling Strategies) reported on the Managing Partner Forum this week. The survey sought data on individual lawyer contributions to their firms in the areas of financials, client satisfaction, people development, and firm processes/procedures.
What particularly caught my…
Partners: Start Your (Marketing) Engines
By Tom Kane on
Posted in Marketing Tips
According to the “Firms in Transition Survey 2011” reported on Law360 on Tuesday “unproductive and underproductive partners” (read non-rainmakers) will be cut by 20% of the law firm responding to the Altman Weil (no follow) survey this year. The good news is that the percentage is less than the 33% of firms that cut partners…
How Satisfied Are Your Clients? Ask Them
By Tom Kane on
Posted in Client Communications, Marketing Tips
It continues to amaze many clients that more law firms do not seek their feedback on the legal services provided. Over the years I have met with dozens of law firm clients, and heard often that they welcome opportunities to provide feedback.
In this economy, client satisfaction surveys are more important than ever. The value…
Is Seeking Client Feedback in Your 2011 Budget? It Should Be
By Tom Kane on
Posted in Marketing Tips
The budget process for 2011 marketing efforts should be well underway in your firm; and clearly finding out how loyal your clients are is vital to your firm’s economic future, not only for the coming year but beyond.
Joyce Smiley in a recent item on her web site refers to a classic Harvard Business Review…
Top 10 Marketing Tips: No. 3 – Seek Client Feedback Often
By Tom Kane on
Posted in Marketing Tips
Due to my office and family moving back to my beloved North Carolina, my posts over the next couple of weeks will feature five of my Top Ten Marketing Tips, especially for those who may not have been reading this blog back in 2005:
April 27, 2005
Top 10 Marketing Tips: No. 3
…
Client Interviews: Why They Really Are Necessary
By Tom Kane on
Posted in Client Communications, Marketing Tips
In this economy, client satisfaction surveys are more important than ever. In covering this topic many times, I have emphasized the value of improving relationships with current clients and referrals sources. The value is obvious, more business in the form of new matters and additional referrals.
There are two main reasons why you should currently…
Why Some Client Feedback Programs Don’t Work
By Tom Kane on
Posted in Client Communications, Marketing Tips
The good news is that some firms are doing client feedback programs; the bad news is that they aren’t really getting the feedback they need. That is, the feedback questions are superficial, and don’t really offer the kinds of return that will actually benefit the firm in retaining the client over the long haul.
An…
Don’t Fuss About The ACC’s Value Index: Get With The Program
By Tom Kane on
Posted in Client Communications, Marketing Tips
Paul Lippe of Legal OnRamp has an excellent piece in yesterday’s The AmLaw Daily which supports what I wrote about last week on the subject (I love it when really smart people confirm one of my viewpoints – notice I only said “one”).
Paul points out that ratings will happen whether law firms like it…
New Survey: Top Activities To Win New Clients
By Tom Kane on
Posted in Marketing Tips
A survey by The BTI Consulting Group for Hellerman Baretz Communications LLC released today provides insight into how to distinguish yourself from other firms in landing new clients. According to the survey, which involved interviews with the “top legal executives” at 28% of Fortune 1000 and 15% of Global 500 companies, the best activities fall…