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Voice of the Client: Map Processes and Workflows Together to REALLY Hear the Voice of the Client
There was a lot of attention paid to "client outreach" at the start of the pandemic and the days that followed. Some of the wiser legal and business professionals were opportunitists, viewing the constraints as forcing functions for creativity and a chance to demonstrate their commitment to being an excellent business partner.
Whether you were in the "batten down the hatches and sit tight" or the "Carpe Diem!" camp, now is the time to improve the ways in which you capture — and use — the richly valuable information that comes from listening to the voice of the client.
Many law firms and legal departments actually did a pretty decent job of maintaining helpful connections to clients using a variety of methods like virtual meetings, email, alerts, and even resource centers. Those things are good for marketing and business development and help us deliver client value, but they don't necessarily allow us to elicit the voice of the client in the most immediate and impactful ways.
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