1. Jonathan Winchester
Chief Executive

2. Can Firms still get away with delivering Poor Service?
Is it the Number One issue
being discussed at
Board Level?
Internet – Word of Mouth
Choices are far greater
Clients don’t have time
Amazon – 33 seconds to order a PC and the next day it was on my desk - expectation

4. 6.7% of the UK’s adult population say they’ve used a lawyer for some reason
Source: Google Consumer Survey September 2016
Duncan Watts

5. And how do you think they rated their customer experience?

6. How Would You Rate Your Overall Customer Experience?
Source: Google Consumer Survey September 2016
Duncan Watts

7. So what made it so good?

8. Duncan Watts
Source: Google Consumer Survey September 2016

9. Then we asked 500 people to think back to the best customer experience they’d had in the last year or so….
….and who do you think won it?
(by nearly 2x nearest competitor)

10. Duncan Watts
Source: Google Consumer Survey September 2016

11. Annual Mystery Shopping Project
85 firms volunteered
+400 “one to one” service experiences
Conducted over an 8 week period

12. Key Ingredients to Winning
Speed of Response
Clarity of Response
Level of Personalisation and Care
Ability to Develop the Business

15. Personal and Caring?

16. Business Development Focused?

17. People Processes Measure
What can you do about it?
People
Processes
Measure

21. Caring?

22. Speed?

23. People Processes Measure
What can you do about it?
People
Processes
Measure

25. Staggering Fact

26. Caring?

27. Speed?

28. Business Development Focused?

29. People Processes Measure
What can you do about it?
People
Processes
Measure

30. What Do We Know?
There is a gap emerging between firms that measure and those that don’t
Those that do, sign up more new clients
Bringing the team together is an invaluable activity
There is a need to look at other sectors to develop great standards
Millennials are your future – how will you deal with them?

31. The Future More immediate during the client journey
Work will have to be quicker
Partners make quicker decisions
Communication channels swifter and more innovative
More openness and personal accountability

32. Do you want to be involved?
Deadline 30th MARCH 2017
2017

33. Jonathan Winchester
Chief Executive