The Mad Clientist - The BTI Consulting Group

Insight is to Primary as Creativity is to Secondary

The Oxford English Dictionary defines insight as understanding “the inner character or hidden nature of things; a glimpse or view beneath the surface.” This ability to see beyond the surface and truly understand what your client needs separates the primary provider from a secondary provider, bringing with it the opportunity…

Michael RynowecerJuly 31, 2013

The Mad Clientist

Why Clients Recommend Law Firms: Client Service x 5

Superior client service drives 58% of clients to recommend their primary law firm. In fact, client service inspires peer recommendations 5 times more than any other factor.

Michael RynowecerJuly 24, 2013

The Mad Clientist

Outtakes from the Client Service Laboratory

Truth is indeed stranger than fiction—and The Mad Clientist has come across some interesting truths in his many years of research. A few gems for your enjoyment: 1. A partner in an AmLaw 50 law firm conducted a client feedback interview with a large client. This same partner sent a…

Michael RynowecerJuly 17, 2013

The Mad Clientist

After 5-Year Upward March, Client Satisfaction Plummets

Things were going so well. Client service levels rose for 5 straight years. What happened? Now, only 31.4% of corporate counsel recommend their primary law firm, down from 35.9% last year and 42.3% the year before. Clients attribute the decrease to the following reasons: “Secondary law firms now provide substantially…

Michael RynowecerJune 25, 2013

The Mad Clientist

Corporate Counsel Shift $5.8 Billion In-House

Unlike Ben Bernanke, corporate legal departments are taking dollars out of the system. Corporate counsel shifted $5.8 billion from their outside counsel budget to internal spending—the equivalent of keeping 2 Latham & Watkins’ in-house. The shift drives a paltry projected 2013 growth of 1.8% in outside counsel spending instead of…

Michael RynowecerJune 20, 2013

The Mad Clientist

The BTI Survey of Big 4 Client Service Performance: Clients Rank the Big 4

This exclusive study adds 259 brand new, in-depth interviews with CFOs, CAOs and Controllers to our expansive database of over 13,000 professional services clients to deliver unparalleled insights into the client service performance of the Big 4. Use BTI's exclusive 24-point analysis or draw your own conclusions from hundreds of…

Michael RynowecerJune 14, 2013

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Insight is to Primary as Creativity is to Secondary

Why Clients Recommend Law Firms: Client Service x 5

Outtakes from the Client Service Laboratory

After 5-Year Upward March, Client Satisfaction Plummets

Corporate Counsel Shift $5.8 Billion In-House

The BTI Survey of Big 4 Client Service Performance: Clients Rank the Big 4