Delivering a World Class Experience for Legal Clients

Delivering a World Class Experience for Legal Clients in a Covid-19 Environment
Almost every law firm claims to “put clients first” or deliver “excellent client service.”  But all too often, the client experience does not align with these generic claims.  In 2017, the average Net Promoter Score (NPS) for client satisfaction for law firms was just 17—out of a score of 100.  Clients often look at working with law firms with dread and feel the only service they offer is a finely tuned clock that tracks billable hours.  Lawyers are good at meticulously drafting legal documents and solving problems for their clients.  They view their “product” as the legal advice or work product.  But the product of any law firm should be the entire experience of interacting with the firm.
 
Clients are no longer comparing your firm to other law firms—but to the experience they receive from other companies that are known for an excellent customer experience such as Apple, Amazon, Southwest or the Mandarin Oriental.

• This entertaining and highly informative webinar will cover, among other things –
• The ROI on client service.
• How to deliver an exceptional client experience.
• Turning clients from prospects to advocates of your firm.
• How to create a service culture within your firm.
• How to stand out from your competitors.
   
  Faculty
  Paul Llewellyn is a partner and co-founder of San Francisco-based litigation boutique Lewis & Llewellyn LLP.  Founded 8 years ago, the firm now numbers 14 attorneys, routinely represents several members of the Fortune 500, and consistently ranks among California’s top litigation firms.
   
  Donald Bowman is the founder and principal of Donald Bowman Consulting.  With over 25 years’ experience in the hospitality industry, his expertise in service culture was honed through his management of some of the world’s finest hotels and resorts including the Hyde Park and Waldorf Hotels in London, the Elbow Beach Resort in Bermuda, the Mandarin Oriental hotels in Hawaii, San Francisco and Las Vegas, and the Waldorf Astoria hotel in Las Vegas.
  

This program is approved for 1.5 hrs of CA MCLE general credit hours.

Bridgeport is a State Bar of CA provider of MCLE (Provider 11872) This program offers 1.5 hrs of MCLE. Bridgeport will assist attorneys from outside CA obtain CLE in accordance with the rules of their state.