Law Practice
May 29, 2025
Beyond legal advice: How experience design is shaping client loyalty in law firms
In today's competitive legal market, the delivery of exceptional client experiences is paramount. Learn how law firms can strategically design every touchpoint to build trust, retention, and referrals.
George Brandon
President
Email: george@legalxcellence.com
George Brandon is president of LegalXcellence.com. He is a seasoned management, business development, marketing and IT professional with over 30 years of experience in the legal services industry, as well as an experienced business development attorney coach and marketing director with a proven track record of helping lawyers achieve their business development goals.
Legal clients have changed. They are more informed, more
selective, and increasingly value how they're treated almost as much as the
outcome of their legal matter. While attorneys have historically focused on the
legal deliverable, clients often evaluate firms based on service
interactions--response time, clarity, transparency, and emotional intelligence.
Firms that ignore this shift are missing a critical opportunity: the chance to turn satis...
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