Download - Improving the Client Experience
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Mapping the Client Experience Lifecycle
by Matthew HomannLexThink LLC
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One question to ask yourself everyday.
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How can we serve our best clients better?
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Understanding your client’s experience is the first step to
improving upon it.
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Leaving, on a jet plane ...♪
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Daddy, I want to ride the roller-coaster!
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Your clients don’t care about results most of the time.
s m t w t f s
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They care about the experience they’re having right now.
!#
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Clients value things most lawyers don’t measure.
!
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How do clients know you’re a good lawyer??
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behavior matters more than expertise.!
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What can I do?
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Identify your ideal average client.1
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What is an ideal average client??
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A = Clients that actually existB = Clients your firm wantsC = Clients your firm can getD = Firm’s Ideal Average Clients
A B
C
D
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Understand how they consume your services.2
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Map every stage of their client experience.3
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their experience begins before they walk in your door.
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Needs HelpSeeks SolutionEngages ProviderConsumes ServicesShares the Experience
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Identify the one thing they value most right then.4
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Name 10 ways you can deliver the one thing they value.
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Don’t forget to identify a wayto measure your improvement.
!
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Ask your staff & clients to help you.!
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Do the easiest one first.6
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Repeat until you can improve no more.7
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LexThink.cominnovation: for lawyers
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@MattHomann
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