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The Client Experience | Globe Law and Business specialises in producing practical, topical titles for international legal and business professionals
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value=""> </div> <div class="form-group has-feedback"> <label for="inputRegion">Region</label> <input id="inputRegion" type="text" name="region" class="form-control js-order-form-region" maxlength="32" value=""> </div> <div class="form-group has-feedback"> <label for="inputPostalCode">Postal Code</label> <input id="inputPostalCode" type="text" name="postal_code" class="form-control js-order-form-postal_code" maxlength="16" value=""> </div> <div class="form-group has-feedback"> <label for="inputCountryId">Country</label> <select id="inputCountryId" name="country_id" class="form-control js-order-form-country_id"> <option value="">Select Country</option> <option value="1" >Afghanistan</option> <option value="2" >Albania</option> <option value="3" >Algeria</option> <option value="4" >American Samoa</option> <option value="5" >Andorra</option> <option value="6" >Angola</option> <option value="7" >Anguilla</option> <option value="8" >Antarctica</option> <option value="9" >Antigua and 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Faso</option> <option value="35" >Burundi</option> <option value="36" >Cambodia</option> <option value="37" >Cameroon</option> <option value="38" >Canada</option> <option value="39" >Cape Verde</option> <option value="40" >Cayman Islands</option> <option value="41" >Central African Republic</option> <option value="42" >Chad</option> <option value="43" >Chile</option> <option value="44" >China</option> <option value="45" >Christmas Island</option> <option value="46" >Cocos (Keeling) Islands</option> <option value="47" >Colombia</option> <option value="48" >Comoros</option> <option value="49" >Congo</option> <option value="50" >Cook Islands</option> <option value="51" >Costa Rica</option> <option value="52" >Croatia (Hrvatska)</option> <option value="53" >Cuba</option> <option value="54" >Cyprus</option> <option value="55" >Czech Republic</option> <option value="56" >Denmark</option> <option value="57" >Djibouti</option> <option value="58" >Dominica</option> <option value="59" >Dominican Republic</option> <option value="60" >East Timor</option> <option value="61" >Ecuador</option> <option value="62" >Egypt</option> <option value="63" >El Salvador</option> <option value="64" >Equatorial Guinea</option> <option value="65" >Eritrea</option> <option value="66" >Estonia</option> <option value="67" >Ethiopia</option> <option value="68" >Falkland Islands (Malvinas)</option> <option value="69" >Faroe Islands</option> <option value="70" >Fiji</option> <option value="71" >Finland</option> <option value="72" >France</option> <option value="73" >France, Metropolitan</option> <option value="74" >French Guiana</option> <option value="75" >French Polynesia</option> <option value="76" >French Southern Territories</option> <option value="77" >Gabon</option> <option value="78" >Gambia</option> <option value="79" >Georgia</option> <option value="80" >Germany</option> <option value="81" >Ghana</option> <option value="82" >Gibraltar</option> <option value="83" >Guernsey</option> <option value="84" >Greece</option> <option value="85" >Greenland</option> <option value="86" >Grenada</option> <option value="87" >Guadeloupe</option> <option value="88" >Guam</option> <option value="89" >Guatemala</option> <option value="90" >Guinea</option> <option value="91" >Guinea-Bissau</option> <option value="92" >Guyana</option> <option value="93" >Haiti</option> <option value="94" >Heard and Mc Donald Islands</option> <option value="95" >Honduras</option> <option value="96" >Hong Kong</option> <option value="97" >Hungary</option> <option value="98" >Iceland</option> <option value="99" >India</option> <option value="100" >Isle of Man</option> <option value="101" >Indonesia</option> <option value="102" >Iran (Islamic Republic of)</option> <option value="103" >Iraq</option> <option value="104" >Ireland</option> <option value="105" >Israel</option> <option value="106" >Italy</option> <option value="107" >Ivory Coast</option> <option value="108" >Jersey</option> <option value="109" >Jamaica</option> <option value="110" >Japan</option> <option value="111" >Jordan</option> <option value="112" >Kazakhstan</option> <option value="113" >Kenya</option> <option value="114" >Kiribati</option> <option value="115" >Korea, Democratic People's Republic of</option> <option value="116" >Korea, Republic of</option> <option value="117" >Kosovo</option> <option value="118" >Kuwait</option> <option value="119" >Kyrgyzstan</option> <option value="120" >Lao People's Democratic Republic</option> <option value="121" >Latvia</option> <option value="122" >Lebanon</option> <option value="123" >Lesotho</option> <option value="124" >Liberia</option> <option value="125" >Libyan Arab Jamahiriya</option> <option value="126" >Liechtenstein</option> <option value="127" >Lithuania</option> <option value="128" >Luxembourg</option> <option value="129" >Macau</option> <option value="130" >Macedonia</option> <option value="131" >Madagascar</option> <option value="132" >Malawi</option> <option 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Caledonia</option> <option value="158" >New Zealand</option> <option value="159" >Nicaragua</option> <option value="160" >Niger</option> <option value="161" >Nigeria</option> <option value="162" >Niue</option> <option value="163" >Norfolk Island</option> <option value="164" >Northern Mariana Islands</option> <option value="165" >Norway</option> <option value="166" >Oman</option> <option value="167" >Pakistan</option> <option value="168" >Palau</option> <option value="169" >Palestine</option> <option value="170" >Panama</option> <option value="171" >Papua New Guinea</option> <option value="172" >Paraguay</option> <option value="173" >Peru</option> <option value="174" >Philippines</option> <option value="175" >Pitcairn</option> <option value="176" >Poland</option> <option value="177" >Portugal</option> <option value="178" >Puerto Rico</option> <option value="179" >Qatar</option> <option value="180" >Reunion</option> <option value="181" >Romania</option> <option value="182" >Russian Federation</option> <option value="183" >Rwanda</option> <option value="184" >Saint Kitts and Nevis</option> <option value="185" >Saint Lucia</option> <option value="186" >Saint Vincent and the Grenadines</option> <option value="187" >Samoa</option> <option value="188" >San Marino</option> <option value="189" >Sao Tome and Principe</option> <option value="190" >Saudi Arabia</option> <option value="191" >Senegal</option> <option value="192" >Serbia</option> <option value="193" >Seychelles</option> <option value="194" >Sierra Leone</option> <option value="195" >Singapore</option> <option value="196" >Slovakia</option> <option value="197" >Slovenia</option> <option value="198" >Solomon Islands</option> <option value="199" >Somalia</option> <option value="200" >South Africa</option> <option value="201" >South Georgia South Sandwich Islands</option> <option value="202" >Spain</option> <option value="203" >Sri Lanka</option> <option value="204" >St. Helena</option> <option value="205" >St. 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src="https://www.globelawandbusiness.com/images/look-inside.png" alt="Look inside"> </div> </a> </div> <div class="book-info-cell book-info-cell-content"> <p> <strong>Author(s): </strong> Sally Dyson - Firm Sense Ltd, Will Taylor - Wiersholm, Yolanda Cartusciello - PP&C Consulting, Andrew Hedley - Hedley Consulting, David H Freeman - David Freeman Consulting Group, Kim Carr - FBC Manby Bowdler LLP, Douglas McPherson - Size 10陆 Boots Ltd, James Matthews - CM.com, Scott Rechtschaffen - Littler Mendelson, Helen Hamilton-Shaw - LawNet, Paul A Williams - Shook, Hardy & Bacon LLP </p> <p> <strong>Consulting editor(s):</strong> Alex Davies </p> <p> <strong>Publication date:</strong> Nov 2021 </p> <p> <strong>Format:</strong> <span class="js-item-format">Softback</span> </p> <p> <strong>Pages:</strong> 118 </p> <p> <strong>Price:</strong> <span class="item-price"> 拢149.00 </span> </p> <p> <strong>ISBN:</strong> <span class="item-isbn"> 9781787428133 </span> </p> <p class="p-select-options"> 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This timely book brings together eleven legal sector experts who share their experience of the latest approaches to gaining new solicited and unsolicited feedback; mapping client journeys; measuring client service and leveraging technology. This book is an invaluable resource for anyone seeking to deliver what clients need in the way they most appreciate.</p> <p> <span class="review-author" style="color: #542250;"> - Paul Smith</span>, <span class="review-author" style="color: #542250;"> former Global Chairman, Eversheds Sutherland</span> </p> </div> <div class="review-block"> <p>The main ideas and first-hand examples cover the key objectives, processes and outputs in client service optimisation. Being ‘client- focused’ might be overused but the book demonstrates how fine-tuning the client journey can be an effective route to differentiation and growth.</p> <p> <span class="review-author" style="color: #542250;"> - Matt Baldwin</span>, <span class="review-author" style="color: #542250;"> PM Magazine</span> </p> </div> </div> <div class="bottom-line" style="border-color: #542250;"></div> <div class="book-text"> <p style="margin-bottom:6.0pt"><span style="line-height:115%">We all know that law is a people business. Clients buy from lawyers whom they like, respect, and trust, and they judge those lawyers and their firms on the quality of service that the firm provides, the results achieved, and whether they receive value for money. This applies to corporate, institutional, and private clients alike. For their business plans to be connected to reality, partners and law firm leaders must learn how they are perceived by their clients and adapt accordingly. They do this by listening to their clients. Historically this was through informal, fireside chats. In recent years, many firms have devised formal client listening programs, and there has been an explosion of review sites and social media channels enabling clients to leave their unfiltered and public feedback, whether solicited or not. Forward-looking firms are adopting multi-channel approaches to taking feedback to maximize the intelligence they gather and to adapt to clients’ own preferences. As ever, the most nimble and adaptable will reap the rewards. </span></p> <p><span style="tab-stops:265.8pt"><i>The Client Experience: How to Optimize Client Service and Deliver Value</i> looks at the client experience from end-to-end, from client listening programs to journey mapping, from customer audits to how legal tech can help improve the way a client interacts with a law firm throughout its relationship. A client-centric business model is essential for future law firm success and the authors of this far-reaching title utilize their own experience and real-life case studies to drill down into the importance of maintaining the one thing no business can do without: its client.</span></p> </div> <div class="footer-info show"> <p> <strong>Price:</strong> <span class="item-price"> 拢149.00 </span> </p> <p> <strong>Select format: </strong> </p> <div class="form-group btns-stack js-product-item-type" data-id="1654" data-type="book"> <label class="radio-inline"> <input type="radio" name="format_footer" value="softback" data-name="Softback" checked > Softback </label> <label class="radio-inline"> <input type="radio" name="format_footer" value="digital_epub" data-name="eBook"> eBook </label> <label class="radio-inline"> <input class="js-switch-glo-5user-license" type="radio" name="format_footer" value="offers_glo_5user_license" data-name="multi-user eBook"> multi-user eBook </label> </div> <p 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href="https://www.globelawandbusiness.com/special-reports/building-enduring-client-loyalty-a-guide-for-lawyers-and-their-firms" style="color: #235937;"><strong>Building Enduring Client Loyalty: A Guide for Lawyers and Their Firms </strong></a> <strong>拢75.00</strong> </p> </div> <div class="related-book-item"> <a href="https://www.globelawandbusiness.com/books/creating-a-cross-serving-cultureshift-mastering-cross-selling-for-lawyers-and-leaders"> <img src="https://www.globelawandbusiness.com/storage/images/books/1399-611e7eb6490d7.jpg" alt="Creating a Cross-Serving CultureShift: "> </a> <p> <a href="https://www.globelawandbusiness.com/books/creating-a-cross-serving-cultureshift-mastering-cross-selling-for-lawyers-and-leaders" style="color: #542250;"><strong>Creating a Cross-Serving CultureShift: </strong></a> Mastering Cross-Selling for Lawyers and Leaders<br> <strong>拢68.86</strong> </p> </div> <div class="related-book-item"> <a href="https://www.globelawandbusiness.com/books/client-listening-why-it-pays-and-how-to-do-it"> <img src="https://www.globelawandbusiness.com/storage/images/books/1494-611bd6680b47f.jpg" alt="Client Listening: "> </a> <p> <a href="https://www.globelawandbusiness.com/books/client-listening-why-it-pays-and-how-to-do-it" style="color: #542250;"><strong>Client Listening: </strong></a> Why it Pays and How to Do it<br> <strong>拢199.00</strong> </p> </div> <div class="related-book-item"> <a href="https://www.globelawandbusiness.com/books/innovations-in-client-experience"> <img src="https://www.globelawandbusiness.com/storage/images/books/1442-6086cce3af0cc.jpg" alt="Innovations in Client Experience"> </a> <p> <a href="https://www.globelawandbusiness.com/books/innovations-in-client-experience" style="color: #542250;"><strong>Innovations in Client Experience</strong></a> <br> <strong>拢199.00</strong> </p> </div> </section> </div> </div> </div> </div> <div class="form-right ad-banner" 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