Improving the Client Experience
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The document discusses mapping the client experience lifecycle to better serve clients. It recommends identifying an ideal average client and understanding how they consume legal services. The lifecycle includes stages from when a client first seeks help to consuming services and sharing their experience. The document advises identifying the one thing clients value most at each stage, coming up with 10 ways to deliver on that, and measuring improvements with input from staff and clients.
Improving the Client Experience
- 1. Mapping the Client Experience Lifecycle by Matthew Homann LexThink LLC
- 2. One question to ask yourself everyday.
- 3. How can we serve our best clients better?
- 4. Understanding your client’s experience is the first step to improving upon it.
- 5. Leaving, on a jet plane ...
- 6. Daddy, I want to ride the roller-coaster!
- 7. s m t w t f s 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 21 Your clients don’t care about results most of the time.
- 8. # ! They care about the experience they’re having right now.
- 9. Clients value ! things most lawyers don’t measure.
- 10. How do clients ? know you’re a good lawyer?
- 11. behavior ! matters more than expertise.
- 12. What can I do?
- 13. Identify your 1 ideal average client.
- 14. ? What is an ideal average client?
- 15. A B D C A = Clients that actually exist B = Clients your firm wants C = Clients your firm can get D = Firm’s Ideal Average Clients
- 16. Understand how 2 they consume your services.
- 17. Map every stage 3 of their client experience.
- 18. their experience begins before they walk in your door.
- 19. Needs Help Seeks Solution Engages Provider Consumes Services Shares the Experience
- 20. Identify the one 4 thing they value most right then.
- 21. Name 10 ways 5 you can deliver the one thing they value.
- 22. Don’t forget to ! identify a way to measure your improvement.
- 23. Ask your staff ! & clients to help you.
- 24. 6 Do the easiest one first.
- 25. Repeat until 7 you can improve no more.
- 28. LexThink .com innovation: for lawyers
- 29. @MattHomann
Editor's Notes
- #2: Just one thing I’d like to share today. Often been accused of \n
- #3: Just one thing I’d like to share today. Often been accused of having Idea Surplus disorder.\n
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- #10: So how do we measure? How do we know? Survey’s suck.\n
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- #32: I’m a speaker. And before that a lawyer who ran my own practice for almost ten years.\n
- #33: My company is LexThink. I have a unique “job” I get to work with lawyers and law firms, \n\nI also get a chance to work with senior executives of big companies as I facilitate their meetings.\n\n\n
- #34: My company is LexThink. I have a unique “job” I get to work with lawyers and law firms, \n\nI also get a chance to work with senior executives of big companies as I facilitate their meetings.\n\n\n
- #35: My company is LexThink. I have a unique “job” I get to work with lawyers and law firms, \n\nI also get a chance to work with senior executives of big companies as I facilitate their meetings.\n\n\n