Love your clients

Quality delivery is vital when developing a superb client experience, but many firms haven’t got to grips with this yet. I recently went to an SME firm for some legal work, and after I asked my solicitor to send me everything via email (which he said he would do) I received all my documents in the post …

It’s not the worst thing I’ve ever experienced by far, but that might be enough to put some people off completely. And there are so many other small things that could mean the difference between a happy or a slightly angry client – communication, price and technology are but a few.

So, this month we’ve put together a feature on how firms can become truly client-centric businesses (p22).

We hear industry views from Accesspoint on why effective GDPR compliance comes down to people, The Strategic Partner on why firms need digital marketing to be competitive, Riliance on how firms can manage their regulatory burdens in the future, Aurum sets out how firms an improve client service by automation finance processes and Linetime sets out how firms can use technology to improve the client experience.

PRACTICE MAKES PERFECT

Kristina Oliver on her journey from cinema to law firm marketing – and helping the firm achieve quick growth.

CX MARKS THE SPOT

Most UK businesses have grasped the need to become truly clientcentric entities – though many law firms haven’t cottoned on just yet. Patrick Wingrove speaks to legal management leaders to find out how SME firms can change to put clients at the heart of everything they do.

PERSONNEL DATA

Matthew Tasker, GDPR consultant at Accesspoint Legal Services, tells LPM how the most important element in a firm’s journey to become GDPR compliant is its people.

GIVE AND TECH

Phil Snee, development director at Linetime, tells LPM how SME firms can use technology to add value to transactions and become truly client-centric businesses