Tikit webinar: Challenges to implementing a client experience programme within the firm
Excellence of legal advice is increasingly being seen as a ’given’ when selecting a law firm. Focus is shifting towards other elements of the client experience and in order to ensure that the end-to-end service a firm offers is a positive differentiator, everyone needs to be engaged in improving that experience.
This session will explore some of the challenges in implementing an effective ‘feedback culture’ within a firm. A combination of effective technology and education on how to deal with feedback, both positive and negative, are essential in driving the necessary cultural change.