Differentiating your firm through a better understanding of your clients’ experience
Understanding Your Customers' Experience
Tuesday, 27 February 2018
Host Venue Details
K+L Gates, Level 32 44 St Georges Terrace Perth
If you are unable to attend at the host location you can join local members at 18+ regional hubs across Australia and New Zealand or participate online from your desktop.
This session will be informed by CXINLAW’s recent law firm Mystery Shopping research conducted with the support of ALPMA in 2017/18 in Western Australia.* Perth firms performed poorly in the Mystery Shopping research and there are important learning points that Carl will share during his presentation.
Organisations that seek to lead today recognise the need to understand clients deeply and break the mould by answering: "how do we want our clients too feel?" In doing so, they are more differentiated, profitable and sustainable than others.
In this engaging session, Carl will:
Review the dominant consumer trends impacting client expectations and instructions including the WA results
Identify key aspects of service quality and value as perceived by today's clients
Present the benefits of a strategic focus on client experience excellence
Investigate how your firm's service may currently look and feel if assessed by clients and;
Consider your approach to improving client engagement, affinity and profitability.
*For more information on the CXINLAW Mystery Shopping research conducted with the support of ALPMA in 2017/18 and a Client Experience Benchmark that includes contact with firms in WA, please please click here.
Passionate about the impact of Client Experience Excellence in professional services, Carl White entered the legal sector with Ashurst (UK and Europe) in 2002. He co-authored the highly-regarded ‘Customer Experience in Law' report in 2012 and led the market-leading Australian research in 2015 that examines the Client Experience Advantage for law firms, in association with ALPMA.
In 2015 Carl was invited to become a Faculty Member of the Queensland Law Society tutoring client service. He has also taught and presented at Leo Cussen Centre for Law, New South Wales Law Society, LIV, NZLS, the 2015 ALPMA Summit and regional forums in 2016.
Carl is a former Vice President of the Continuing Legal Education Association of Australasia (CLEAA). As a founding director of CXINLAW in the UK and Australasia, Carl has a background in employee engagement, customer experience management, organisational development and training within law, and 15 years experience in retail operations.
Practice Management CPD 1 unit/NZ 1 hour
ALPMA Members:FREE - Please login to register.
ALPMA Associates:$49.50 inc. GST
Non Members*:$99.00 inc. GST- *Non Members must be eligible to join ALPMA