Kristen Dallman, SVP, Marketing and Client Experience at Jaffe, has published an article about “Experience Is Everything: Why Focusing on Client Experience is Critical and How to Get Started” in ALM’s Law Journal Newsletter, Marketing the Law Firm. In her article, Kristen discusses the ins and outs of client experience (CX) — what CX is and how to establish your CX foundation, assemble your team to analyze your data and map your strategy to measure for success.
It’s no secret that a CX journey is one of a thousand miles, but the most important thing you can do on your journey to becoming a client-centric firm is to take that first step. Kristen’s article gives you that first step and shows how to take it.
To read the full article, click here (subscription required).