How to conduct a successful client feedback program for your law firm.

In this episode, Rob Patterson of Parkins Lane and Paul Evans of Toro Digital are joined by Sue-Ella Prodonovich, Principal of Prodonovich Advisory.

We discuss:

How legal marketing and business development teams can best approach their partners about conducting client listening in their firm.
Sue-Ella’s three key considerations when conducting client feedback: timing, choices and format.
How law firms should communicate to clients about the feedback program and who is the best person in the firm to ask the client for feedback.
How, through a client interview, marketers can test the effectiveness of the value-adds your firm provides and get ideas from other industries.
The circumstances where it may be appropriate to request mid-matter feedback.
How to communicate feedback (positive and negative) internally - and to consider the context in which feedback is given when sharing it far and wide.
When should firms use an external service provider or internal resource (or both!) for conducting feedback.
And finally, for firms that don’t have a client listening program - the best way to get started!

Connect with Sue-Ella:

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The Australian legal tech market and how it’s enabling efficiencies for in-house legal teams