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Chapter 3--A growing number of law firms have added client-focused, qualitative research programs to their strategic marketing plans and budgets. Market-savvy legal professionals have successfully 'sold' their firms on the bottom-line benefits of a client feedback program-now you can, too. In today's highly competitive legal environment, obtaining feedback from your clients through a formal Client Interview Program is no longer an option-it is a requirement. This chapter explains the link between client satisfaction and loyalty, and the ten ways it can improve your bottom line. You'll learn how to select clients, how to conduct interviews, and compose questions to get honest answers. You'll also find strategies for a successful follow-up and many other ways you can gain valuable insights from your clients. When it comes to your clients, what you don't know can hurt you!
Buy the Book! This chapter is one of thirteen power-packed chapters found in the book, The Lawyer's Guide to Marketing Your Practice, Second Edition. For more information on purchasing the book, visit: