Although many firms embrace the merit of formal client feedback, few have mastered the ability to fully maximize its value to firmwide operations and profitability. This session adopts a pragmatic tone in identifying ways law firms can act upon customer commentary in an era where brand and market perception carry additional cache. Our presenters will offer valuable guidance around what has—or has not—worked when it comes to capturing and analyzing the voice of the client.
Angela S. Quinn, Esq., Chief Client Officer, Husch Blackwell LLP
Janet Stanton, Partner, Adam Smith, Esq.
Emily M. Thall, Director of Business Development & Marketing, Kasowitz Benson Torres LLP
Melanie Zaletsky, Chief Client Development & Practice Management Officer, Crowell & Moring LLP