BTI Client Service All-Stars

As is The Mad Clientist’s annual tradition, I asked the 6th graders to create drawings (with animation instructions) for our holiday card contest. All the entries were outstanding — but this one won top honors. Congratulations to Michael P. on being selected as this year's winner. Wishing each of you…

Airlines do a lot of crazy things — and get mocked on social media regularly for it. But they understand one key aspect of the customer experience — their entry into the aircraft. Whether it be a 22-minute or a 22-hour flight — the first 4 to 10 minutes set…

Market chaos is being upstaged by COVID-19. As it should. This does not mean underlying market changes aren’t taking their toll. We uncovered 6 transformative changes rivaling the pandemic’s impact. These include: The largest influx of new top legal officers ever More than 30% of top legal decision makers are…

The numbers aren’t in just yet. And they may not have the exact details. But law firms know how the year ended. And they sure want to know where other firms stand — growing, shrinking, or just holding their own. Here’s how law firms assess how they ended up at…

The rules have changed for everyone this year, especially for the many students who have persevered despite the unique challenges of online remote learning. This year for the BTI holiday card contest, we challenged the students at the McAuliffe Charter School to get creative using the tools and resources available…

New work rules mean new expectations for not just client service — but the best client service. Top legal decision makers once again change what they need as they face the next normal’s new demands. And it all flows from there. Top legal decision makers single out the attorneys who…