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Understanding Your Clients' Changing Needs In a Post-Pandemic Legal Market

By Marci Krufka Taylor
September 01, 2021

If it was challenging to get facetime with clients pre-pandemic, that challenge has only multiplied in the post-pandemic world.

As law firms revisit their strategic growth plans to address new market realities, many are looking to client feedback initiatives to gather data from clients to inform strategy development. Moreover, as firms look for creative ways to reconnect with clients, client interviews and surveys have become more important than ever for ensuring client satisfaction, loyalty and profitability.

Since the spring of 2020, opportunities for in-person meetings with clients have largely gone away. In-person conferences, events and seminars were replaced by virtual or hybrid events and Zoom meetings. While the shift to virtual has worked well for service delivery, the opportunity for relationship building and meaningful conversations about service levels and ongoing needs has become much more difficult.

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