Client Experience Management = Referrals

By Daryl Logullo | November 7, 2007 | Popularity: 15% | 4,859 views

Here's an interesting post by Arnie Herz, from his blog Legal Sanity, entitled "What Baseball Stadiums Can Teach Law Firms About Client Experience Management."

It's my first time finding Arnie's blog, and I'm impressed–especially as related to delving inside the lawyer's (and law firm's) mind. Understanding their world is an absolute essential if you're attempting to network and grow referrals from these gatekeepers.

Interesting that Arnie would post this in a category called, Non-Traditional Approaches to Practicing Law. Wink

Herz talks about Customer Experience Management, a concept that gets relegated to MBA programs. Shame. Because he's right: businesses need to do more to provide a greater depth of experience to their clients, at all levels.

 I talk about this often, as doing business in the 'details.' In your lobby area. From your receptionist. In the letters you mail out. On your web site. You name it.

Question: What are you doing to foster amazing experiences with you, at every point of contact with your clients?

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One Response to “Client Experience Management = Referrals”

  1. Arnie Herz Says:
    November 10th, 2007 at 1:55 pm

    Daryl:

    Thanks for the mention. You did a nice job with it. Let me know next time you are in NYC. Arnie Herz

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