Rely on the most comprehensive, up-to-date legal content designed and curated by lawyers for lawyers
Work faster and smarter to improve your drafting productivity without increasing risk
Accelerate the creation and use of high quality and trusted legal documents and forms
Streamline how you manage your legal business with proven tools and processes
Manage risk and compliance in your organisation to reduce your risk profile
Stay up to date and informed with insights from our trusted experts, news and information sources
Access the best content in the industry, effortlessly — confident that your news is trustworthy and up to date.
With over 30 practice areas, we have all bases covered. Find out how we can help
Our trusted tax intelligence solutions, highly-regarded exam training and education materials help guide and tutor Tax professionals
Regulatory, business information and analytics solutions that help professionals make better decisions
A leading provider of software platforms for professional services firms
In-depth analysis, commentary and practical information to help you protect your business
LexisNexis Blogs shed light on topics affecting the legal profession and the issues you're facing
Legal professionals trust us to help navigate change. Find out how we help ensure they exceed expectations
Lex Chat is a LexisNexis current affairs podcast sharing insights on topics for the legal profession
Discuss the latest legal developments, ask questions, and share best practice with other LexisPSL subscribers
By Sally Calverley
As 2013 got underway, headlines announced the death of the high street. HMV, Jessops, and Blockbusters followed Woolworths and Comet to an unglamorous end. Threats from out of town shopping centres, online shopping and the predominance of the supermarket big brands have all added to an extremely challenging trading environment. Retail vacancy rates stand at 10% and the government commissioned Mary Portas, Queen of Shops to produce a report on how to revitalise our city centres.
Why should lawyers care? Don't you have enough of your own problems to worry about?
Maybe. Except for one small thing. Those shoppers who stopped buying from HMV and Blockbusters are also your clients. Their expectations of service and how that will be delivered is, whether you like it or not, shaped by their experiences online and in store. Good and bad.
The young mum who comes in to discuss buying their first home probably has an iPod, chats online with other mums on Mumsnet and likes her favourite stores on Facebook. She probably leaves her children in the crèche at Westfield, buys organic baby food and has her teeth whitened by her dentist. She isn’t used to being kept waiting. Oh and she may be the major breadwinner, she's on maternity leave. At work she's the FD of a bike repair chain who are doing very nicely thank you since they combined bike repairs with coffee and cake.
She's clued up, probably more than you are, on how to buy stuff online. She downloads books onto her Kindle and has her Waitrose shopping delivered. She'll use her smartphone Apps to compare prices whilst actually in the shops. She will check the online price against the store price and buy online if she can get a better price or free delivery.
And then she meets your residential conveyancing team. She probably has already found out what the standard process is and checked you out online. She'll have used formal and informal ratings to find out whether you are any good. She may even have found out what your competitors charge. And she has already been waiting in your reception for five minutes, and her baby is due a feed.
At this point, your young mum has already decided what she thinks about you. She h
Free trials are only available to individuals based in the UK
* denotes a required field
**excludes LexisPSL Practice Compliance, Practice Management and Risk and Compliance. To discuss trialling these LexisPSL services please email customer service via our online form. Free trials are only available to individuals based in the UK. We may terminate this trial at any time or decide not to give a trial, for any reason. Trial includes one question to LexisAsk during the length of the trial. See our full terms here.
Access this article and thousands of others like it free by subscribing to our blog.
Read full article
Already a subscriber? Login
0330 161 1234