By implementing consistent tools and processes, you not only meet compliance obligations but also deliver a higher standard of service and trust to your clients.

Much has been written about capitalizing on the psychology of dissatisfaction during tough markets. Every rookie is taught that this is a terrific time for opening new accounts and gathering assets.

No partner likes to receive a complaint from a client. However, what is far worse is when a partner does not receive a complaint when a client feels aggrieved because of a firm’s actions or inactions ...

The Cliff of Dissatisfaction in customer service and the customer experience is the precipice where your customers (or prospective customers) lose faith that you can serve them in a timely manner.

Canadian law firms should avoid ‘tunnel vision’ as exclusive survey reveals client dissatisfaction with risk management advice and value-added services Exclusive data from Managing IP research has ...