Innovations in client experience. (2021)

• Record Type: Book
• Further Information: Note: Ken Grady [and ten others].
• Authors: Grady, Ken; Grady, Ken
• Contents: Executive summary About the authors Chapter 1: Delivering a great client experience Ken Grady, adjunct professor, Michigan State University College of Law Chapter 2: To serve - the key principles of client service Julian Summerhayes, solicitor, coach, and speaker Chapter 3: Client journey mapping and the customer experience Yolanda Cartusciello, partner, PP&C Consulting Chapter 4: The importance of client experience and what "stellar service" looks like Kim Carr, managing partner, FBC Manby Bowdler Chapter 5: Client feedback - asking the hard questions to gain the best results Nathaniel Slavin, founder and partner, Wicker Park Group Chapter 6: The importance of listening to enhance client experience Sally Dyson, director, Firm Sense Ltd Chapter 7: How CX leads to next-generation branding and creates business chemistry Edwin Bodensiek, chief client experience officer, and Ryan Burruss, director of marketing, Miles & Stockbridge Chapter 8: Technology and the client relationship: moving to a new paradigm Stephen Poor, chair emeritus, Seyfarth Shaw Chapter 9: Enhancing the client experience with technology Judith McKay, chief client and innovation officer, McCarthy Tetrault LLP Chapter 10: The LawNet mark of excellence - lessons for law firms Helen Hamilton-Shaw, member engagement and strategy director, LawNet
• Edition: 1st
• Publisher Details: London : Ark Group
• Publication Date: 2021
• Extent: 1 online resource
• Subjects: 174.3; Practice of law; Attorney and client; Customer services; Law firms; Lawyers
• Languages: English
• ISBNs: 9781787426481
• Related ISBNs: 9781787426498
• Notes: Note: Description based on CIP data; resource not viewed.
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.