Beaton partners Kim Wiegand and David Goener will speak at the Australasian Legal Practice Management Association (ALPMA) Conference on 1 September on the Gold Coast. Their session is at 11:15 – 12:15 on Day 2 of the program and will unravel the client experience journey and why it holds a key value proposition for your firm.
The Client Experience Journey
You may have heard of the client experience, or CX, but very few firms can articulate what this looks like in practice, either for their clients or themselves. There is general acknowledgement that increased levels of client service can result in greater client loyalty, internal employee engagement and firm revenue. But, where does the client experience start and end, and whose responsibility is it?
In this session, the partners of Beaton will explore the typical legal services client journey from ‘start’ to ‘end’ touching on various aspects along the way, including the:
- use of best practice sales and pursuit activities;
- impact of firm culture on client perception;
- importance of workflow and operational efficiencies;
- the need for purposeful communication; and
- risk of ignoring ongoing relationship management.
Kim and David will bring together Beaton research supported by years of industry expertise to highlight the most impactful areas of the client journey for you to consider.
Tickets and more information are available here.