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Parsing Client Service vs. Experience w/ Jack Newton - Live From Clio Cloud Con
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Five Star Counsel recorded live from Clio Cloud Con 2022 in Nashville, TN! We'll be talking with experts and execs in the legal community about what's next and how it will shape the future of client service.
We were very excited to be joined by Clio Co-Founder and CEO Jack Newton for a dive into his latest
We define and make distinctions between client service and experience and discuss how to make your service delivery CREATE the experience you want your clients to have.
Jack pulls lessons from his earlier workshop session at ClioCon and gives concrete tips and examples of the ways service can work for the experience you want your firm to deliver.
We discuss how process is related to and dictates your client's experience and journey. We talk about annoyance mapping and how it can help remove friction points from your service. We lastly get into how iteration, experimenting, and a willingness to fail on small levels can be a key to your success.
Find materials from Jack's workshop at https://community.clio.com/ and find Jack on LinkedIn at https://www.linkedin.com/in/jackbnewton/ or Twitter at https://twitter.com/jack_newton
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