Day one of P3 – The Practice Innovation Conference's fifth anniversary, hosted by the LMA Client Value SIG, has come and gone at Chicago's Radisson Blu Aqua Hotel. The conference, of course, was not all business and, once again, offered an inspirational keynote, exceptional networking opportunties and plenty of chances to connect with service providers (check out all of P3's partners here).
Topics: Business of Law
Detailing Your Client Journey Map
This is the second in a two-part series on client journey mapping. The first blog defined the process and provided an explanation of its value. This second part details the process, along with some tips on how to improve your odds for success.
Differentiating the client experience is a critical component of a law firm’s success, and client journey mapping is a very effective tool in helping firms differentiate that experience.
A client journey map is a visual representation of the steps and perceptions that a specific client goes through over a period of time to accomplish a specific goal that may include some interactions with your organization. The map helps identify how the client views an organization by putting interactions in the context of the client’s broader goals, objectives and activities.
We're back with another installment of P3cast! Right on the heels of the fifth annual conference next week, listen in as Sheri Palomaki (Director of Operations – Business Immigration Group, Seyfarth Shaw LLP) moderates a discussion on data and metrics. The episode also features Nicole Beck (Senior Manager of Strategic Pricing and Client Strategy, Buchanan, Ingersoll & Rooney PC), Christina Zust (Director of Client Technology, Bryan Cave) and Clark Davis (COO, Eversheds Sutherland (US) LLP).