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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



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

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