Gladstone CXI, our client experience improvement program, begins with understanding the expectations of the client and follows a path of identifying opportunities to make positive, lasting impacts and ensuring that the client’s needs and expectations are constantly met or exceeded.
While Client Experience Improvement (CXI) and Client Success (CS) are often used interchangeably, in practice they are distinct in that client success is more focused on achieving desirable legal outcomes for the client, whereas client experience encompasses all interactions a client has with a law firm, covering the overall journey of the client with the law firm and aiming to ensure that clients feel valued, understood, and satisfied throughout their engagement.
Our approach, inspired by longtime corporate leaders in continuous improvement and customer experience, including Toyota and Ritz Carlton, instills awareness and habits that make intuitive sense and that are easy to implement and adjust across the firm, no matter who the client is.
Creating a focus on the client experience serves as a vehicle that drives continuous improvement, operational performance, and competitive edge.
Benefits of having a structured client experience process typically lead to improvements in:
- Client satisfaction, loyalty, and referrals
- Communications
- Efficiency
- Proactive issue resolution and risk management
- Enhanced reputation
- Revenue
- Data-driven insights
- Turnover
- Competitive advantage
How we are different:
Habit-Focused Approach: We empower every department in your firm to develop better habits instead of adding compliance tasks. This holistic and sustainable method enhances both employee and attorney satisfaction while simultaneously improving client satisfaction.
Awareness and Communication: We identify key areas that impact your clients, fostering a commitment to continuous improvement and clearing communication barriers.
Timeliness and Simplicity: Recognizing the value of your staff’s time, our Gladstone CXI sessions focus on relevant, actionable principles and practical exercises, enabling law firms to quickly implement these practices.
Here’s how we do it:
Customizable Approach: We create a client experience improvement strategy based on a combination of factors including those that are innate to all law firms and client experiences as well as those that are unique to your firm and client needs.
Cross-functional Team Facilitation: Our exercises engage members from all levels and departments of your firm to ensure input and participation, fostering sustainable habits so your clients receive consistent quality and service delivery.
