CXINLAW is a service innovation consultancy providing expert advice, consultancy, tools and secret shopping insight to perfect customer experience in law firms, barristers’ chambers and corporate legal departments. This means we develop the capability within law firms’ and legal providers’ to deliver an outstanding customer experience, which in turn leads to more profitable client relationships.
CXINLAW – 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.
Starting with a complete front-end service experience, CXINLAW provides you with an extra pair of highly trained eyes and ears to assess the service your clients receive from you, and then we work with you to develop service capabilities to far exceed your clients’ expectations.
“Knowing how your client perceives you has never been so important. With greater competition in the marketplace, your client-facing performance has to be of the highest quality to distinguish you from the rest. ”.
Carl White, CXINLAW Partner
What is Customer Experience?
Modern customers are far more demanding and discerning, particularly within the fast changing landscape of the legal sector. The increasingly well informed customer now compares their legal service experiences with their experiences across other sectors, both on and offline.
Customer experience within the legal sector is about exceeding your clients’ expectations when it comes to such skills as:
- Creating a personal feel to the business / customer relationship
- Building trust between legal provider and client
- Accessibility and ease of communication
Client interactions need to go beyond transactional and those firms that provide an emotional and human centred approach can often outperform those that don’t. The degree to which your firm’s client experience is outstanding is synonymous with the degree to which clients’ return, spend more and recommend the service to others. This in turn can lead to greater market share, improved brand reputation and increased profitability.
Customer Experience Evaluation
The initial service experience law firms and legal providers deliver can be ‘make or break’ in this increasingly competitive legal landscape. There is a startling amount of research in many sectors that demonstrates the tangible financial benefits an outstanding customer experience can make to a company or firm’s market share, reputation and profitability.
Ask yourself these simple questions:
- Do you know what impression your corporate greeting gives at the start of a phone call?
- Is it welcoming and friendly or is cold and disinterested?
- What affect does a typical welcome have on your prospective clients?
- How much business could be going to your competitor because they ‘sounded like nicer people to do business with’?
These questions and many others can be answered using CXINLAW’s innovative customer experience evaluation methods which include secret shopping and client journey mapping. Once we help you see, hear and feel the impact of your customer experience, we can also guide you through the development options available for immediate and longer term improvements that can lead to tangible benefits for your firm, your clients and your staff.
In the first study of its kind, the CXINLAW ‘Customer Experience in Law’ report reveals how prospective clients’ front-end customer experience is a key differentiator in the success of law firms within a rapidly changing legal landscape.
Research conducted between June and November 2011, using ‘secret shopper’ techniques commonly found in the retail industry, established the quality and impact of client interactions with legal staff. Over 100 top, regional and hybrid-branded law firms were secret shopped and their service performance rated objectively.
The CXINLAW ‘Customer Experience in Law’ report provides practical recommendations on how to improve front-end service and for many, is fast becoming an essential platform for gaining competitive advantage through customer experience in the legal sector today.
For a FREE copy of the ‘Customer Experience in Law’ report, send an email with your request to firstname.lastname@example.org or Tel: 020 3176 5443
14 Greville St,
London, EC1N 8SB
Tel: 020 3176 4204
Fax: 020 3176 4206
CXINLAW is a strategic partnership that combines the sector knowledge of Europe’s most successful legal media and events organiser Netlaw Media, together with Potentio, the customer service specialists renowned for improving service experience levels within the world’s best known brands and businesses. Together we are committed to leading customer experience innovation in the legal sector.