openPR Logo
Press release

Netlaw Media and Potentio launch CXinLaw - A New Consumer Experience Platform for Law Firms

01-11-2012 04:34 AM CET | Politics, Law & Society

Press release from: Netlaw Media

CxinLaw

CxinLaw

Netlaw Media has announced a partnership with service experts Potentio to offer an innovative platform of tools and programmes for legal service providers which are designed to create and support the delivery of outstanding customer service.

Following twelve months of detailed planning, CXinLaw will combine the sector knowledge of one of Europe’s most successful legal media and events organisations Netlaw Media, together with Potentio, the customer service specialists renowned for improving the service experience levels within the world’s best known brands and businesses.

“Differentiation through service is imperative for law firms in a market which is now subjected to new legislation as well as the saturation of existing providers and new entrants” said Carl White, Partner at CXinLaw. “With clients no longer offering loyalty based solely upon cost or expertise, we have found that clients are now demanding outstanding levels of service from instruction through to completion if repeat business is to be offered”.

“Research indicates that 98% of prospective or existing clients will not communicate bad or sub-standard service to their providers, they simply do not return to the original point of sale. Furthermore, by combining a practical service strategy together with training and engagement, outstanding customer service will assist law firms to release up to 50% extra profit by retaining just 5% of their clients”.

“With three key areas focusing on service innovation, education and performance, CXinLaw has been formatted to respond to a changing legal environment in which consumers are becoming increasingly aware of their overall experience of service. Recently, we implemented a customer experience scheme at a leading UK retailer where within 12 weeks of roll-out, we helped them to create an additional £900,000 of sales revenue through a programme which delivered an improved service experience. By utilizing the CXinLaw platform, this highly significant figure is certainly scalable within any law firm or business within the legal sector” said White.

CXinLaw’s primary aim is to ensure law firms leverage every customer touch-point to deliver a well-defined, unique and consistently executed service that builds loyal, client relationships and sustainable profitability.

CXinLaw offers law firms:

• Service aligned strategies created with internal business partners
• ‘Voice of the Customer’ programs, secret shopping and client feedback
• Front-end service analysis, competitor benchmarking and evaluation
• Innovative development initiatives tailored to enhance service delivery and culture
• Core and modular programs including service training, coaching and online learning
• Management support and training to enable ownership and leadership of service excellence
• Reception, front-of-house, and call centre evaluation, training and development
• End-to-end customer service process design and upgrades

During January 2012, CXinLaw will lead the field with the release of results from a ground-breaking legal ‘secret shopping’ campaign which assessed the front-end service provided by 100 law firms in the UK. The ‘CXinLaw White Paper’ is a sector first and has specifically identified where the opportunities for service development are, and more so, where firms must build the business case for improvement.

To learn more about how CXinLaw can assist your firm to implement best practice whilst developing an inspired culture of outstanding service, visit the netlawmedia and click CXinLaw or call 020 3176 4271.

Netlaw Media is an established UK based legal information, education & training organisation incorporated to deliver high quality events, conferences, training programs & on-line media to the UK, European and Global legal sectors.

Netlaw Media
14 Greville Street
High Holborn
London, EC1N 8SB
United Kingdom

Tel: +44 (0)20 3176 4200

This release was published on openPR.

Permanent link to this press release:

Copy
Please set a link in the press area of your homepage to this press release on openPR. openPR disclaims liability for any content contained in this release.

You can edit or delete your press release Netlaw Media and Potentio launch CXinLaw - A New Consumer Experience Platform for Law Firms here

News-ID: 206588 • Views: 1034

More Releases from Netlaw Media

London Law Expo 2019: Full Line-Up of Expert Speakers Confirmed
The London Law Expo 2019 is now completely sold out of delegate passes for the fifth year running and adds to Netlaw Media’s flawless record of 23 consecutive sell-out events. An estimated 1,500 senior decision makers from across the legal sector are expected to attend this year’s LLE, which takes place at the Old Billingsgate in central London on 8 October 2019. The full line-up of expert speakers for this year’s
Finalists for The British Legal Technology Awards 2018 – Official announcement
12th Sept, 2018 / Netlaw Media, News Finalists for the second ever British Legal Technology Awards (BLTA) have just been announced. The announcements are listed on the official British Legal Technology Awards website – www. britishlegalitawards.com. Jacqueline De Rojas – President, techUK once again heads the expanding 19-strong judging panel overseeing the BLTA shortlisting and awards process. Between them, the BLTA judging panel has more than 150 years’ experience in the legal
Celebrating excellence in legal IT: Winners of the first ever British Legal Tech …
Insurance specialists, global law firms and AI solutions vendors were among the winners of the first ever British Legal Technology Awards (BTLA), organised by Netlaw Media. The winners of these prestigious new awards were announced last night (Wednesday 15 November) at a glittering ceremony, held at the Plaisterers’ Hall in central London. The event, hosted by comedian Marcus Brigstocke, was attended by almost 300 dignitaries and shortlisted candidates from the
Netlaw Media, Prof. Stephen Mayson & Partners Club announce the return of the …
Following a capacity sell out in 2010 which attracted CEO’s, Managing Partners, Senior Partners and Heads of Departments from over 140 UK and International Law Firms, Barristers’ Chambers and Corporate Legal Departments. Netlaw Media, Professor Stephen Mayson & Partners Club have announced the ‘Strategic Leadership Forum’ will return to London on 24th October 2012. With two full day conferences running simultaneously for both senior management and partner level representatives, the Strategic

All 5 Releases