In this edition of Webinars for Busy Lawyers, our own Susan Letterman White filled in for Maggie T. Watkins to share what drives clients to new levels of loyalty to their lawyers – in 31 minutes.
Do your clients regularly jump at the chance to rate your services highly on every platform they can, and become your next best referral sources?
You might be providing great legal representation every time you handle a case, but if you fail to focus on the overall experience you provide your clients – from their perspective – they’ll likely feel “satisfied” at best. Satisfied customers *might* give you a coveted 5-star online review and they might go out of their way to share your business card with a friend to give to their uncle’s dentist who doesn’t even think he needs legal representation yet. Or they might be too busy.
Customer Experience is fundamental to growing a law practice – or at least never having to worry about how you’ll manage to sustain it. Watch and find out what lawyers and law firms already focusing on Customer Experience already know:
- What Customer Experience really means
- Why you need to view Customer Experience as a new competitive advantage
- How to link Customer Experience to value
- How to integrate Customer Experience at key touch points in the marketing and business development processes
RELATED: Tools Lawyers Need to Win at Client Intake Experience
About the Expert
Maggie T. Watkins is the chief marketing officer at Sedgwick, where she leads the firm’s international marketing and business development initiatives. With more than 25 years of professional services marketing expertise, Watkins is highly regarded as a law firm marketing thought leader whose strategic and innovative approaches garner exceptional results.
Watkins joined Sedgwick after consulting with professional services companies throughout the U.S. in the areas of marketing, business development, management, training and coaching. She has also served as CMO for three AmLaw 200 law firms and a global publicly traded consulting firm, president and CEO of an international law firm association, and has worked at the executive level at several accounting firms.
Watkins is a recognized leader in professional services marketing, having served as the past chair of the international Legal Marketing Association (LMA), and the national Association of Accounting Marketing (AAM). She is a regular speaker at industry conferences and seminars. She is also very active in the communities in which she works, having served on over 30 not-for-profit boards, including Susan G. Komen, Alzheimer’s Association, (chapter chair), Girl Scouts of the USA, International Bipolar Foundation and LEAD San Diego, to name a few.