Client Service Archives - Page 20 of 35 - The BTI Consulting Group

Clients Pinpoint 30 Law Firms Best at Client Service

The last 12 months drove the The BTI Client Service 30 to get even better. These firms were able to read the tea leaves and give clients close, practical, and timely advice. They stepped in without being asked and knew exactly how to help. These firms upped their client service…

Michael RynowecerMarch 24, 2021

The Mad Clientist

The 70 Law Firms Improving Client Service Performance More Than All Others

Clients always expect more. And much more in the last 12 months. Top legal decision makers redefine client service based on their needs and circumstances. No matter how quickly things change — clients redefine. Law firms were forced to navigate and respond on the fly as new client situations popped…

Michael RynowecerMarch 17, 2021

The Mad Clientist

Client Service Soared

Client service soared. It didn’t just go up — it soared over the last 12 months. And top legal decision makers also turned client service on its head. Clients are using new criteria to separate the excellent from the merely good. They virtually doubled the number of mission critical and…

BTIConsultingMarch 10, 2021

The Mad Clientist

1 Year In: What Clients are Thinking Now

It wasn’t quite an official pandemic yet — it didn’t need to be. Early March 2020 saw clients gauging how bad it would be and assessing work from home strategies, and here we are today. It's been almost a year and it’s a new world. We asked 240 top legal…

Michael RynowecerMarch 3, 2021

The Mad Clientist

RFP Win Rates Drop as Clients Issue More and More

Law firm win rates started dropping just as clients revved up their RFPS. Clients all but shut down their RFPS from March through late April in 2020, and then clients brought them back with a vengeance. Clients went into overdrive on requesting RFPs about 4 weeks into the pandemic. And,…

Michael RynowecerFebruary 24, 2021

The Mad Clientist

Winning Work with an Antiquated, Unloved, and Almost Forgotten Approach

Talk is so underrated. It’s also essential during the pandemic. The stream of new issues facing your clients — whether it be new rules and regulations, new hires and work balance, or returning to work — can’t be captured by email. Clients’ questions are multi-dimensional, making email a sub-optimal vehicle…

Michael RynowecerFebruary 17, 2021

The Mad Clientist

Clients Unload About Lateral Partners

The largest portion of clients see lateral movement as a disruption to their own operations and a fraction of these will absolutely follow their partners in a lateral move. BTI research shows clients think about laterals in 5 different ways — each with different implications. Broken down by percent, they…

Michael RynowecerFebruary 10, 2021

The Mad Clientist

Clients Do Quick About Face: Want to See More Associates

Something new is impacting everything about how you talk to, plan for, and pitch your clients. More clients want to see their law firms using more associates than not for the first time in our 30 years of research. BTI research shows a 22% surge in cases creating clear and…

BTIConsultingFebruary 3, 2021

The Mad Clientist

10 Ways to Endear Your Firm to Your Client’s Legal Department Today

The hunt is on. Clients want more in-house talent. And they want it now. Clients see a tsunami of new matters — up 22% from last year and the momentum is just starting to head up. They want to be ready for both the here and now — and for…

Michael RynowecerJanuary 27, 2021

The Mad Clientist

Law Firms Missing Big Overlooked Branding Event

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…

BTIConsultingJanuary 20, 2021