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, ...

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 ...

Recently, at the Smokeball Spark 2023 conference, Talya Faigenbaum, director at Nest Legal, discussed how she uses human-centred design principles to build her firm. This content is available ...

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 ...

Their research centred on how understanding and mapping client emotions at each stage – from discovery and strategy ...

In today’s competitive legal market, client engagement is not just a buzzword—it’s a necessity. Law firms that prioritize and excel in client engagement are more likely to foster lasting relationships ...

Opinions expressed by Entrepreneur contributors are their own. We’re entering an age where businesses are all about the customer. Companies are noticing they must treat users like royalty through ...