On a tactical level, service delivery may be the best way to affect the client experience. It involves interacting, exchanging information and communicating with clients.

When sending a series of follow-up emails to prospects, many lawyers get anxious about how well they’re balancing persistence against the risk of being perceived as pushy and turning off the prospect. This is a legitimate concern. However, you ...

Google uses "citations" — also known as “business listings” or “linktations” — on sites such as Yelp, Facebook, Avvo and Justia to confirm that you are who you say you are. Building these citation sources at scale won't take you to the top of ...

In an issue of Strategy+Business, management guru Tom Peters suggests a number of books he considers valuable to read. In the interview, he quotes a respected business leader friend who argues that the No. 1 problem with big company CEOs is ...

I participate in a lot of law firm retreats and meetings, but one will always stand out. I was talking with representatives of the firm before the retreat kicked off when one of the partners pulled me aside, pointed out another firm partner and ...

According to the projections in a VoiceLabs report, about 33 million voice-first devices were in circulation at the start of the year. By voice-first, we mean devices like the Amazon Echo and Google Home that sit on your counter and only ...

If you are an established lawyer looking to grow your practice, or a young lawyer hoping to build a book of business for the long term, you should give serious consideration to writing a book. Why? There are few, if any, better marketing assets ...

You undoubtedly have heard how important follow-up is to marketing and business development. Clients and referral sources are most likely to refer business to people they have heard from or seen in the prior three months, which means a sustained ...

Business development needn’t be complicated, difficult or distressing. However, for many lawyers, it’s all of that. Most of that can be eliminated by a single shift in perspective. It comes down to this: You need a specific market focus to ...

Those who know me know I love sports. So, it should come as no surprise that I follow sports-related teams, figures and organizations on social media. About twice a year, I run across a list targeted at young would-be athletes of things that ...