Client Experience: The new differentiator for law firms
The marketplace for top 50 law firms in the United Kingdom continues to be challenging. Traditional methods of differentiation such as deep focus on practice areas and industry sector are yielding diminishing returns. Evidence from clients suggests that these are at best threshold criteria for selection in panels. Instead, clients are increasingly concerned about the quality of experience and value provided by law firms with client experience is emerging as the new frontier on which law firms are competing.
Following on from last year’s research into trust and transparency between law firms and their clients, LexisNexis have commissioned the University of Cambridge’s Judge Business School to investigate client experience, its impact on the law firm–client relationship, and what can be done to improve it.
“Client experience is emerging as the new frontier on which law firms are competing”