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How to Create an Innovative Service Culture that Clients Reward

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In today’s legal environment it has never been more important to create a truly client-focused service culture that inspires staff, delights clients and results in a differentiated offer in the marketplace. Innovating the clients’ experience and developing your people is now key to profitable growth. However, research suggests that many firms lack the required knowhow to realise the commercial advantage that’s available to them.

Join internationally recognised “CX” (client experience) expert, Chief Experience Officer with CXINLAW and CLI Distinguished Fellow, Carl White, for a practical session informed by the work of CXINLAW and part of the project he is undertaking as a CLI Distinguished Fellow. Carl will discuss how to build a mandate among leaders and staff for service development; the four key building blocks of driving Client Experience innovation; and how to embed the new service culture with motivated staff that consistently “wow” clients.

In this webinar, Carl will identify, analyse and discuss world-class practises in customer service and proven techniques – specific to law – that will make your clients’ experience remarkable. Whether you have just begun your firm’s journey to client service excellence or are seeing the results you need and want to aim higher, this webinar is for you.

A quick reminder that Carl will also be presenting live at the CLI Innovation in Legal Practice Summit in Melbourne on 9 August – check out the amazing program (38 presenters, 10 pop ups, 7 sessions) and register now.

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