The legal industry continues to grapple with the idea that clients are in control. How do law firms protect and grow profits as clients put more pressure on them to do more with less and at an ever-decreasing cost? What’s more, many clients struggle to articulate precisely how they expect firms to meet these expectations.
What may seem like an impossible problem is actually a manifestation of the larger cultural shift to customer-centric commerce. The rise of the on-demand economy has created an expectation that all businesses, including lawyers and law firms, deliver new experiences that meet unexpressed or underserved expectations. For example, very few travelers were asking to stay in strangers homes 10 years ago, but today, this mode of lodging is widely accepted. Among some, it’s even preferred.
This white paper provides:
- An overview of the current market including statistical trends;
- Strategies for creating a plan to uncover and document client needs; and
- A guide with critical probing questions to ask clients.