Strategies+: A Blog for Legal Marketers

The Voice of the Client: Part 3

Posted by Jill S. Weber on Aug 1, 2017 2:25:00 PM

Embrace Disruption and Foster Innovation

An ongoing theme in our LMA educational offerings is "the voice of the client." Our organization is committed to delivering the client's voice in a variety of venues — from local programming and regional conferences to LMA's annual conference — to help members influence and lead change in their firms. To keep "the voice of the client" at the forefront of our quarterly 2017 LMA Board meetings, we invite a client representative to each meeting to share their perspectives and we “pay it forward” by sharing key takeaways from each of the client exchanges at our Board meetings via Strategies+. 

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Topics: Client Services

Client Journey Mapping: Part 2

Posted by Yolanda Cartusciello on May 16, 2017 10:00:00 AM

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.  

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Topics: Strategies, Client Services

Client Journey Mapping: Part 1

Posted by Yolanda Cartusciello on May 2, 2017 10:00:00 AM

How Mapping Can Help You Improve Your Client’s Experience

This is the first in a two-part series on client journey mapping. The next part will explore the process of mapping itself, as well as how to improve your odds for success.

The competition for legal work has intensified, clients’ legal budgets have remained flat or decreased and procurement’s prominence is on the rise. Without question, law firms can no longer rely on competitive tactics that accentuate capabilities, expertise and reputation above all else. There are hundreds of firms with competence, expertise, specialization and — most importantly — capacity.

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Topics: Strategies, Client Services

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Strategies+

Strategies+ is your online resource to discover exclusive content on the state of the legal marketing profession that goes beyond Strategies magazine, including:

  • Case studies from Your Honor Award winners
  • Weekly trendspotting
  • Guest blogs from legal marketing leaders
  • And much, much more!