| 11:00 AM EDT |
Part I: Getting Started
The first building block of our series addresses how to set up a program for success. To articulate the importance of client listening programs, we present data gathered throughout years of working in the legal market that demonstrate the benefits of formal feedback processes. We then take participants through critical success factors gleaned from client listening projects, explore various methodologies to help identify what is most suitable for one’s firm, and walk through how to select clients for participation in the process. By combining our data-informed best practices and experience with knowledge of your firm’s specific needs, we will ensure you leave this session with concrete next steps and action points to design and launch your bespoke client listening program.
Key insights:
- Why client feedback?
- Essentials of an effective client feedback program
- Building engagement and dealing with objections
- Choosing the right clients; choosing the right methodology
- End to end process and building a plan
Presenters:
Steve Blundell, Head of Advisory, Thomson Reuters Institute
Elizabeth Duffy, Senior Director, Global Client Services, Thomson Reuters Institute
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| 11:00 AM EDT |
Part II: Taking Your Program to the Next Level
The second part of our series is designed to equip participants with the knowledge needed to execute client listening programs, regardless of specific methodology. We begin with the setting clear objectives for one’s program, looking at how to understand and define goals and priorities around client listening. We then assess the effectiveness of survey instruments, processes, and KPIs currently in place, and explore how each can be optimized to meet overarching objectives. Attendees will leave this session inspired to grow their program.
Key insights:
- Setting objectives
- Sharpening your questionnaire
- Probing deeper in client conversations
- Project management essentials
- Additional streams of feedback: relationship reviews, post-matter, post-pitch
- Leveraging results
Presenters:
Elizabeth Duffy, Senior Director, Global Client Services, Thomson Reuters Institute
Eve Starks, Consultant in Advisory Services, Thomson Reuters Institute
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| 11:00 AM EDT |
Part III: Transformational Client Feedback
Once a client invests time in delivering feedback, it is vital to quickly follow through on any action items or areas of concern. This closing session examines how best to process and respond to client feedback on both an individual and firmwide level. Our instructors will share guidance on understanding key data points and leveraging a sample framework for tracking real-time progress and workshopping results with client teams. Finally, we explore how client feedback is advancing and evolving across the global profession. Attendees should leave the session equipped with the tools and knowledge required to ensure their client listening program provides maximum benefit to the firm.
Key insights:
- Action planning and follow up
- Relationship planning and growth
- Uses of client feedback data across the firm
- The future of client feedback in the legal sector and beyond
Presenters:
Jennifer Dezso, Director, Client Relations, Thomson Reuters Institute
Elizabeth Duffy, Senior Director, Global Client Services, Thomson Reuters Institute
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