No. 76 in Ric Willmot's weekly wisdom
"Customer Experiences Drive Your Business" hit a core nerve with me. He
starts by stating "(c)ustomer service shouldn't be a poor man's cousin to
growing your business." He is right, of course. It should be the center of any
business' thinking in terms of creating raving fans that keep coming back and
referring others to your law firm.
In his brief post on LinkedIn, he
highlights six strategies that should drive your service quality to insure
favorable (in our case) client experiences, which I paraphrase as follows:
I really like Willmot's stuff, and
it's worth a second read. Keep in mind that your firm's success will be driven
by client experiences!
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