CX In Law
A Changing Legal Market:
“Consumers are becoming increasingly aware of the level of service and experience they are offered. Should law firms under achieve when delivering the high level of expected service, then the client may ultimately choose an alternative legal supplier”.
Most law firms will agree client care is critical, yet many lack the know-how to deliver the new levels of ‘customer’ expectations in today’s demanding legal environment. In a sector saturated with legal service providers, clients will no longer offer loyalty based on cost, expertise or services supplied, but now more than ever, on the levels of customer service it provides.
Evidence suggests that 98% of customers never offer feedback, complaints or recommendations, they simply do not return to the original point of sale. This poses an unseen risk to law firms in a consumer led environment that is now demanding service excellence.
CX in Law – What we do:
Service Innovation – CXinLaw takes a four-step directive approach to partnering your firm’s service objectives. Our proven co-creative methodology is focused upon service evaluation and internal development which offers an insight into what matters most to your clients.
Service Education – Centering on ‘education’ and not ‘training’, we provide insight and flexible skills development. Our high impact modular courses may be tailored to cover all levels of service delivery. Above all, our packages will enable your people to connect, communicate and excel whilst delivering service excellence.
Service Performance – To achieve high end results, CXinLaw has created a unique service delivery platform to track improvements, deal with service pressure points and communicate positive results. The outcome will be a self-sustaining customer service experience that will ultimately drive results and client satisfaction.
What we offer:
- ‘Voice of the Customer’ programs which include secret shopping campaigns, front-end service analysis, client feedback and evaluation
- Service aligned strategies which are created together with senior decision-makers, business partners and support managers
- Core and modular programs including service training, coaching and online learning
- Innovative development initiatives tailored to enhance service delivery and culture
- Front-end, reception & call centre evaluation, training and development
- End to end customer service process design and upgrades
- Interior design, re-development and construction
Who we are:
Following the successful development of the UK’s best known brands, CXinLaw are the first to introduce the Customer Service Experience suite of programs to the UK legal sector.
As innovators in customer service, CXinLaw has established itself as the leader within the legal sector by combining the multi-vertical expertise of Potentio with the sector knowledge and positioning of Netlaw Media to create an offering that will ultimately increase client satisfaction and loyalty.
Who we work with:
| Debenhams | Ashurst |
| Carphone Warehouse | Russell Jones & Walker |
| Disneyland Paris | Mishcon de Reya |
| Siemens | Mills & Reeve |
| Kroll | Trowers and Hamlins |
| Lambeth Council | Kaplan Law School |
| Jongluers | TPG Capital |
| Capita |
What our clients say:
Potentio’s experience and zeal brought a new dynamic to understanding our client experience.
Using a precise and delightfully engaging mix of training methods, Potentio reinvigorated my team’s passion and understanding of running a client-focused front-of-house experience. Getting it right was critical and the positive results we’ve seen have been acknowledged by internal and external clients, building the business case for further delivery across the firm.
Head of Facilities – Russell, Jones & Walker
I have worked with Carl and the team as a preferred provider for Ashurst. Key initiatives have included our global firm rebranding and implementation of support and secretarial service skills programmes across the organisation. Carl has worked with lawyers at all levels as well as support teams. He currently delivers a presentation, impact and branding programme to trainees and associates in our London office, and he contributes service, presentation and leadership skills to the Ashurst Academy. Potentio are imaginative training designers and consultants with a unique combination of in-depth knowledge of law firms and theatrical background resulting in effective and enjoyable programmes.
Joanne Gubbay, Head of Practice Learning and Development at Ashurst LLP
Carl worked at Ashurst when I was the Graduate Development Manager there; he approached all training with enthusiasm and consistently received excellent feedback from trainees. Equally, he was able to implement innovative, yet practical, training workshops to resolve any issues which had been identified in the wider trainee body. After joining Kaplan Law School, I contacted Carl via Potentio, to discuss and identify the training needs of our students looking for training contracts, with regards to development issues and soft skills. He has designed and delivered highly effective workshops, which have been highly praised by attendees. On the basis of this, I was happy to introduce Carl to Hannah King, Graduate Development Manager at Trowers & Hamlins, as Trowers were looking for a trainer to deliver presentation and branding skills to lawyers. I understand that Potentio is now responsible for designing and delivering this and a variety of complementary courses to the firm.
Gemma Baker, Career Services Manager at Kaplan Law School
Potentio are extremely talented in delivering superior consulting services. Their skills as instructional designers and facilitators created the outline for future training programs at Kroll. They have the ability to understand a business in a very short time frame, identify key objectives and deliver outstanding results. The team at Potentio are a joy to work with and their professionalism and desire to do complete and good work should not be understated.
Head of Training and Information – Kroll
Carl is a joy to work with. His creative solutions to audience attention and timing of programs is priceless. The amount of work he accomplishes in a such a short time frame is astounding. I never have questions or concerns about his delivery– he understands the level of his audience and acts appropriately – from briefing the most senior management to maintaining a fun learning environment with case managers. He has the ability to understand a business in a very short time frame, identify what the key objectives are for the session, and deliver outstanding results. Carl is extremely talented in delivering superior consulting services. From conceiving the project to wrapping up the session in a post-mortem, his professionalism and desire to do complete and good work should not be understated. I have learned an enormous amount from him and am always pleased with his results. I will most certainly continue a professional relationship with him and Potentio.
Training Manager GlobalOp Financial Services
Contact Details:
CXINLAW
14 Greville St,
London, EC1N 8SB
Tel: 020 3176 4204
Fax: 020 3176 4206
Email: enquiries@cxinlaw.com
