Client Feedback Archives - Page 16 of 17 - The BTI Consulting Group

Your Summertime Double Dog Dare

Ok. Your firm isn’t into the client feedback thing. Or maybe your firm is into it but only conducts a dozen or maybe even a couple of dozen interviews a year. They haven’t gotten to your client just yet or the feedback is more stream of consciousness than feedback. It’s…

Michael RynowecerJuly 22, 2015

The Mad Clientist

5 Trends Clients Want You To Jump On

Early seeds of change often present the best new opportunities. BTI’s new research has uncovered 5 emerging trends—2 are client driven while 3 originate from law firms. Each presents new tactics, or in some cases a new and much better version of an old tactic. But none of these are…

Michael RynowecerMay 13, 2015

The Mad Clientist

60% of Clients Replace Their Primary Law Firm

60% of large clients have replaced one of their 2 primary law firms—the highest turnover rate in 7 years. The overwhelming reason—mediocre client service. The scary part—the client service isn’t bad—it’s just not great. Corporate counsel show shrinking patience for anything short of a superior client experience. Clients now believe even…

Michael RynowecerMarch 18, 2015

The Mad Clientist

13 Unspoken Rules of Client Relationships

Unspoken rules are the gifts which keep on giving for some and the bane of our existence for others. Those who know and live by these rules thrive and love what they do. Those who don’t work harder for less enjoyment and return—they may love what they do—but not quite…

Michael RynowecerMarch 11, 2015

The Mad Clientist

Clients Demand More, Get More: Happiest with Law Firms in 3 Years

Client investment—both financial and emotional—in law firms jumps after a 3-year decline. In 2014, 40.1% of corporate counsel recommend their primary law firm to a peer, up from 31.4% in 2013. Increasing client investment can be good or bad news—it all depends on whether or not your client is investing…

Michael RynowecerSeptember 3, 2014

The Mad Clientist

2 Law Firms Get 50% of the Budget—45 Fight for the Rest

The typical large corporation is working with 47 different law firms at any given point in time. The average middle market company works with 8. Meaning, law firms compete with somewhere between 7 and 46 firms every day at a single client. Your competitors want to grow by at least 5%…

Michael RynowecerApril 10, 2014

The Mad Clientist

The 7 Stages of Client Relationships

For most firms, quantity and size come before strength and quality when counting clients. We always want more and bigger. But without core strength or understanding our depth of quality, we know little about what each client relationship can be and how long it may last. Knowing where we stand with clients…

Michael RynowecerApril 2, 2014

The Mad Clientist

Are Your Client Relationships Good…or Simply Good Enough?

Unless your firm has robust client feedback in place, you are simply guessing at how good your client relationships are. Clients are the only true judge of the strength for every relationship we hold dear. We brought back the BTI Client Relationship Scorecard, last published in 2009, because law firms…

Michael RynowecerMarch 26, 2014

The Mad Clientist

Law Firms Hyper Focus on Existing Clients: Only 1/3 Mean It

Fully 92% of law firms are targeting existing clients for growth. Only 33% of these same law firms are funding their client teams to invest in these prized existing clients. While client teams are a proven tool to gain market share in a flat market—unfunded client teams are a bit…

Michael RynowecerMarch 19, 2014

The Mad Clientist

Firms Acting on Client Feedback Perform 2.7 Times Better Than All Others

58% of law firms conduct client feedback. Virtually all benefit—but 20% of these firms are able to transform this feedback into outsized benefits. Specifically, these firms perform 2.7 times better than others in revenue generation, client retention and year-over-year growth. What’s their secret? The client feedback becomes part of the…

Michael RynowecerMarch 12, 2014