Mapping the client journey is an eye-opening exercise that highlights inefficiencies and bottlenecks in your firm’s processes. By dissecting each stage of the client’s experience, from initial contact ...

Customer journey mapping is not new. In fact, it’s commonly used in consumer marketing. But despite its tremendous benefits, it has not been widely adopted in professional services. You see, customer ...

Plotting each point of a client's interaction with your firm can help you improve the delivery of legal services and deepen key relationships, advises Adrienne Halladay Outside the legal industry, ...

Advisors who hope to compete against disruptors such as robo-advisors will need to disrupt their own client-engagement systems. Engagement includes co-creation, personalization and specialization. A ...

In this Strategies LIVE! podcast, Amber Bollman, business development manager at Barnes & Thornburg, and Yolanda Cartusciello, partner at PP&C Consulting (formerly Bernero & Press), discuss how legal ...

When you’re heading to a new destination you may look on Google’s street view to make sure you’ll recognise it when you get there, but you’d probably also turn on your sat nav or plan the route on a ...

The past few years have dramatically changed much of how companies do business. Although many are still sorting out what those lasting impacts might be, it’s clear that a host of customer expectations ...