Law firm clients can’t always distinguish between average and excellent work product, but all know whether they’re receiving good or bad client service. In this episode, Jay and Tom discuss the benefits of creating a remarkable experience for your clients, including building a loyal band of advocates in the marketplace singing your praises.

Topics addressed include:

• What client experience is and why it matters

• Client experience as a point of differentiation

• The three phases of client experience

• The peak-end rule

• Tips on improving client experience

Reading & Resources

• Thought Leader Collaborative

• Book suggestion #1: Flip the Funnel

• Book suggestion #2: The Power of Moments

• Connect with Jay on LinkedIn

• Connect with Tom on LinkedIn

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Share your thoughts directly with our show hosts by emailing Jay Harrington or Tom Nixon.

Hosts of The Thought Leadership Project

Jay Harrington is a lawyer, author, executive coach, and marketing consultant for law firms and lawyers. Tom Nixon has more than 25 years of experience helping experts become thought leaders. Both are prolific content creators whose work has been featured in leading publications in the legal industry.

Introducing a New Membership
Community for Lawyers

The Thought Leader Collaborative (or the “Lab” as we like to call it) is created for lawyers and those in the professional service industry. Learn how to build your brand, become a thought leader and grow your practice on LinkedIn.