Client Service Archives - Page 30 of 35 - The BTI Consulting Group

The Mad Clientist Minute: The Weekly Video to Help You Drive More Business

You spoke and we listened. After many requests for short, concise video clips—we are pleased to announce our brand-new video feature: The Mad Clientist Minute. These highly focused weekly videos offer an in-depth look at BTI’s research, experience, data, case studies, and analysis. BTI Principal Jennifer Petrone Dezso and I will…

Michael RynowecerSeptember 14, 2016

The Mad Clientist

How Big Law Uses Client Feedback Differently

BTI's research finds big law uses client feedback in ways most firms typically don’t consider—while finding ways to push traditional client feedback a step further than expected.You can view the video below or on YouTube directly, here: https://youtu.be/tYOkr9LK1CE We’ll be releasing videos here on The Mad Clientist blog every Tuesday. Subscribe…

Michael RynowecerSeptember 6, 2016

The Mad Clientist

Law Firms Fighting 400 Years of History

Client relationships are misunderstood and sometimes twisted affairs. So many attorneys have so many viewpoints on exactly what a client relationship is and what it should be. The reason—and solution—behind this widespread debate may lie in history.Clients rule today’s market. But this is a relatively new phenomenon in the context…

Michael RynowecerAugust 3, 2016

The Mad Clientist

The Only Time Inaction Is Good

The only time inaction is good... is when you're on vacation. The Mad Clientist is off this week, but leaves you with a couple of pages from his latest book: The Mad Clientist's ABCs of Client Service... You can learn more—and order your copy of The Mad Clientist's ABCs of Client…

Michael RynowecerJuly 20, 2016

The Mad Clientist

Client Service Recovers from Record Drop Driving New Business Gains

Only 40.1% of clients recommend their primary law firm to a peer, after the second biggest drop on record last year, when 33.3% of clients recommended their primary law firms. The increase is impressive but still leaves more than half of all clients wanting—and these clients will seek out, find…

Michael RynowecerJune 1, 2016

The Mad Clientist

The Cost of Stealing a Major Client from the Largest Law Firms

First, big law said they want to crush you like a bug. Now they are putting their money where their fly swatter is.The largest 30 law firms in the world are spending substantially more of their marketing budgets on client development than all other law firms. Words are important here—client…

Michael RynowecerApril 6, 2016

The Mad Clientist

Why Clients Fire: The Silent Epidemic Undermining Your Firm

More than 50% of clients say their primary law firm’s biggest weakness is inconsistency.*Consistency in delivery is synonymous with quality, client service and trustworthiness. Clients interpret uneven delivery as lack of commitment, lack of communication within the team, and doubt as to whether the team understands the client’s underlying goals.Clients…

Michael RynowecerMarch 30, 2016

The Mad Clientist

GCs Name 312 Attorneys Absolutely Best at Client Service

312 attorneys stand out as absolutely best at client service. Not just great—but head and shoulders above the rest as defined solely by clients. These are the BTI Client Service All-Stars 2016.The class of 2016 BTI Client Service All-Stars is especially impressive. Corporate counsel are the most demanding they have…

Michael RynowecerFebruary 10, 2016

The Mad Clientist

8 Factors Driving Superior Client Service: How Law Firms Climb the BTI Client Service A-Team

Corporate counsel recognized fewer law firms in 2015 for superior client service than 2014. Despite the more demanding environment a few savvy and disciplined law firms buck the trend. These firms climbed the ranks or managed to stay on The BTI Client Service 30 while 11 firms dropped off this…

Michael RynowecerJanuary 13, 2016

The Mad Clientist

The 30 Best Law Firms for Client Service: The Three-peat Champ, the High-Fliers, and the Newcomers

Clients have spoken, voted and ranked. Skadden is best at client service for 3 years in a row. Hogan Lovells soars as does McGuireWoods and BakerHostetler. The client service race is on and new players are mixing up the game. In each of the last 15 years The BTI Consulting…

Michael RynowecerDecember 9, 2015