By Jen Dezso, Director Client Relations
Improving the client experience is perennially top-of-mind for law firms—and as we head into 2021, it’s more important than ever. Throughout the pandemic, General Counsel have reported they are more likely to use firms with whom they already have an existing relationship. However, clients use dozens of law firms on an ongoing basis. To stand out on this crowded roster, firms must ensure their client experience is outpacing others.