Bass, Berry & Sims Chief Strategy Officer Kerry Price co-authored an article outlining the importance of the client experience as part of any company’s leadership, including the legal industry. Kerry co-authored the article with Jill Huse, the president of the Legal Marketing Association and partner at consulting firm Society 54. As the authors point out, “Engaging in conversations and hearing directly from your clientele will help you not only meet but exceed expectations – and in turn take your firm to the next level of growth.”
In the article, Kerry and Jill offer five action steps law firms can take to enhance the client experience, such as inviting marketing and business development staff into strategic planning meetings to hear perspectives on client needs and providing client interaction skills training to all departments that interact with clients.
The full article, “Client Experience: The Link Between Legal Counsel and Business Advisor,” was published by Attorney at Law Magazine on April 28 and is available online.