Why Clients Recommend Law Firms—Client Service x 5

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BTI Consulting Group’s research with General Counsel finds superior client service a core differentiator for law firms

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You have the opportunity to set the standard for client service for each of your clients.

Client service continues to define the law firm relationship and serve as a core differentiator, despite every change in the market and economy. BTI Consulting Group's research with corporate counsel at the world’s largest companies shows superior client service drives 58% of clients to recommend their primary law firm—5 times more than any other factor. Unprompted recommendations are a leading indicator of client satisfaction, demonstrating an emotional investment in the relationship.

Clients look for a range of behaviors and actions to define superior client service, including:

  •     Working to change the outside counsel relationship
  •     Anticipating needs
  •     Exceeding your client’s level of urgency
  •     Embracing new goals—especially to settle as much litigation as possible

“You have the opportunity to set the standard for client service for each of your clients,” comments Michael B. Rynowecer, President of BTI, “bringing you a coveted primary relationship with all the benefits.”

BTI conducted more than 300 independent, individual interviews with CLOs and General Counsel at Fortune 1000 companies and large organizations. Now in its 13th year, BTI conducts the only continuous benchmarking market study of corporate counsel worldwide.

Find more information about this and other compelling research at http://www.bticonsulting.com or contact BTI at 617.439.0333. BTI is the undisputed leader in providing high-impact strategic client research to professional services firms and their clients.

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Michael B. Rynowecer
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