In December, Robyn Addis, Chief Revenue Officer at 9Sail, and 9Sail’s Client Success Manager, Jordanna Kalkhof, discussed how improving client experience can set law firms apart in a competitive market. Read on to hear their thoughts on how law firms can enhance client experience by reducing friction, leveraging technology and data, adopting service-minded processes, and implementing a 90-day roadmap for improvement as they look ahead to 2026.
Key Takeaways:
- Enhancing client experience—especially by minimizing friction throughout the client journey—is critical for law firms aiming to stand out in a competitive marketplace.
- Law firms should leverage data, feedback surveys, and analytics to identify and address pain points in their client intake and service processes.
- Proactive communication, personalized service, and adopting best practices from leading B2C companies are essential strategies for meeting modern client expectations.
- Implementing a structured 90-day action plan, beginning with audits and quick intake fixes and progressing to technology evaluation and ongoing measurement, can drive significant improvements in client experience.
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