Client Service Archives - Page 23 of 32 - The BTI Consulting Group

More Law Firms Earning Client Recommendations

Top legal decision makers recommend 293 law firms, 21.6% more law firms for 2019. This upswing is on the heels of a 3-year downtrend. We see 2 driving reasons: 1) A number of law firms are having success with their firmwide client service excellence initiatives—bringing new unprompted recommendations from clients.2)…

Michael RynowecerMay 22, 2019

The Mad Clientist

Law Firms Embrace Funky Billing, Go Rogue

Clients are seeing the funkiest and even what they describe as “slippery bills” from their law firms. We are not talking about isolated incidents; fully 38% of clients tell us about slipshod bills—doubling the 19% of last year. Why are clients using such strong language? Judge for yourself: And then…

Michael RynowecerMay 1, 2019

The Mad Clientist

22% of Clients Bring on New GCs: New Game, New Rules, New Rates

22% of clients are disrupting the market right now. These are the new GCs. Half of these have been in place for less than 12 months. Another half have been in place 23 months—just enough to get their sea legs. We see 2 big implications for law firms: This is…

Michael RynowecerApril 10, 2019

The Mad Clientist

7 Ways Client Service All Stars are Different: You Can Implement Them Now

Each year, The BTI Client Service All-Stars manage to up their game. They know how to push client service beyond its current limits. They know how to break through not only the clutter of competition, but the self-imposed client service limits some attorneys face. Here are 7 examples of superior…

Michael RynowecerApril 3, 2019

The Mad Clientist

Corporate Counsel Single Out 335 Attorneys with the Best Client Service—By Name

Corporate counsel point to 335 attorneys—by name—who deliver the best client service. These are the BTI Client Service All-Stars 2019.Corporate legal decision makers single out each BTI Client Service All-Star—by name and in an unprompted manner. No attorney or firm can self-nominate, self-refer, nor pay to be included in this…

Michael RynowecerMarch 27, 2019

The Mad Clientist

Clients Single Out 30 Law Firms Best at Client Service

The BTI Client Service 30 keeps putting more distance between themselves and everyone else. But, as in prior years, certain law firms manage to leap frog a whole group of competitors and land a spot in the BTI Client Service 30—knocking out others. Client service performance is dynamic, absolute, relative,…

Michael RynowecerDecember 12, 2018

The Mad Clientist

Making Better Associates Faster

Associates want more than money. They want some recognition—not much, but some—and they want to feel like they have a future. A big part of this sense of future is feeling like their firm is investing in them. Law firms can take immediate steps to make the future more obvious…

Michael RynowecerOctober 3, 2018

The Mad Clientist

More Clients than Ever Cutting Law Firm Rosters; Sets New Record

Clients are at it again. No sooner had clients cut their law firm rosters to record lows than they turn around and start cutting again. But on a much wider scale. 22% to 30% of clients are cutting, or about to cut, their law firm rosters. This sets a new…

Michael RynowecerSeptember 19, 2018

The Mad Clientist

Top 7 Client Innovation and Technology Needs

Two viewpoints dominate innovation—clients and law firms. The gap between the 2 is large. Clients say only half of all law firms are showing any sign of innovation. The law firms who are among the first to close this gap will win the innovation race, or at least take the…

Michael RynowecerSeptember 12, 2018

The Mad Clientist

The 52 Law Firms Clients Single Out as Best at Innovation

Who knew. Law firms are innovative. Well, at least half of them are, according to top legal decision makers. Clients point to 338 law firms who bring a meaningful innovation or use of technology. But, most firms bring only select aspects of client needs and priorities. These firms are on…

Michael RynowecerSeptember 5, 2018