September 29, 2015

Your Marketing Scorecard – Client Satisfaction

Although most new law firm matters come from existing clients, many firms focus the overwhelming majority of their marketing resources on attracting new clients to the firm. Some firms with longstanding relationships with institutional clients understand that investing time and money into relationships with existing clients can provide significant returns, both in terms of client loyalty and profitability.  Understanding your clients’ level of satisfaction, areas for concern and ongoing needs is critical to truly delivering the high level of client service that law firms tout. Client surveys can be conducted via in-person interviews, telephone surveys or electronic surveys, and each […]
September 9, 2015

Your Marketing Scorecard – Web sites

A client will almost never hire your firm because of its web site.  However, we know from countless studies, interviews and published articles that general and in-house counsel and other law firm clients use a firm’s web site to validate their selection, confirm qualifications, assess your areas of strength/depth (or lack thereof) and ultimately, make their hiring decision.  How frequently do you review your site’s performance and assess what is working and what is not? Firms invest hundreds of thousands of dollars in their web sites over time, and there are a myriad of analytics that can be used to track […]