CX in Law Firms
Client Experience in Law Firms: What It Is and Why It Really Matters
Let’s face it, law firms are resistant to change by their nature. This is largely because the legal profession is built on precedent. While this is an important part of legal practice, it can often leave the legal industry behind the times. For example, it wasn’t until 1977 that law firms were allowed to advertise their services. Fast forward to 2024, and we see something similar happening with customer experience (CX).
CX is a relatively new management practice that orients businesses around people. In consumer industries, CX is the norm. Those consumer expectations have shifted into B2B markets and professional services firms but the legal profession has been slow to adopt the practice.
The legal industry is starting to shift as more firms and legal associations are starting to realize that CX can have drastic impacts on their client relationships and the bottom line. Firms like Dentons, Gowling, and Benesch as well as legal organizations like Law Vision are leading the charge as early adopters of CX. We’re slowly starting to see more conferences highlighting CX and the interest is growing but we still meet a number of attorneys who aren’t familiar with CX.
CX Pilots put together the brief, Client Experience What It Is and Why It Really Matters to give lawyers an introduction to CX for law firms. It covers core CX principles in a simple and approachable way. Lawyers who are interested in CX should use this as a primer to acquaint themselves with the CX management discipline.
If you have any questions after reading it, feel free to reach out.