In my early years, when I first started working as a law firm marketing director, I was preaching the benefits of obtaining client feedback but running into major resistance from management. About two years later, however, one of the senior partners came to a meeting extolling the customer survey process that one of his clients had implemented. Lo and behold, we launched a client interview process; the partner was a hero and I was thrilled. I have worked in law firm marketing my entire professional career so, when presenting a novel idea, I am never surprised when lawyers say, “But law firms are different.” ... READ MORE
Originally published September 17, 2013Sign up for our free newsletter.