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Client Feedback and Recent GC Panel Insight
Editor's Note: Recently, a law firm marketing expert shared with us a survey that highlights what the client is really thinking, and how law firms can effectively respond.
Given the level of focus placed on client teams, industry teams, and client feedback by our law firm clients over the past 18 months, it would appear that firms are not only seeking out the voice of the client, but they are listening and taking action.
When I became a Chief Marketing Officer back in 2004, I sent an email message to the partners in the firm extolling the virtues of asking our clients for feedback. I did my best to make the message compelling, citing results from a then recent survey that read, “According to a recent survey of Fortune 1000 Corporate Counsel, only 31% of a firm's clients are satisfied with their outside law firm's performance.”
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