The Mad Clientist - The BTI Consulting Group

Clients Talk About Court Reopening — What and When to Expect It

Don’t rush out and get your best suit cleaned just yet. The economy may be roaring back — but clients say the courts are not. We asked clients when they expect the court system to be mostly functional and operational. Most are taking the long view — with a small…

BTIConsultingApril 21, 2021

The Mad Clientist

No One Listens Anymore — But Who Really Cares?

Listening is everything in relationships. Clients, peers, superiors, and subordinates — and we won’t get into personal relationships here — but they count too. Everything about digital communications is slowly, silently, and insidiously eating away at this essential skill. Digital tools are at the forefront of everything we do today…

Michael RynowecerApril 14, 2021

The Mad Clientist

Key Client Groups See No Need for F2F Meetings in the New Normal

Clients are already meeting with outside counsel. Most are planning to meet before year end. But an important group no longer see a need for in-person meetings. They say these meetings waste time, energy, and money. Phone and/or video will be just fine — and in some cases better. We…

Michael RynowecerApril 7, 2021

The Mad Clientist

7 Core Strategies Propelling the New BTI Client Service 30

Simple and powerful. Client service at its best. At its core — the pandemic proves excellent client service still sits at the epicenter of the client relationship. And yes, client service takes work — but so does everything else. And this work brings intellectual, financial, and personal rewards for both…

Michael RynowecerMarch 31, 2021

The Mad Clientist

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

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Clients Talk About Court Reopening — What and When to Expect It

No One Listens Anymore — But Who Really Cares?

Key Client Groups See No Need for F2F Meetings in the New Normal

7 Core Strategies Propelling the New BTI Client Service 30

Clients Pinpoint 30 Law Firms Best at Client Service

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