This is a REALLY telling – and valuable – statistic from ‘Building client feedback programs that lawyers love: What CMOs say‘ by Jen Dezso – Director of Client Relations / Thomson Reuters:

• Law firms that conduct formal client feedback programs can earn nearly twice the share of a client’s external legal spend than a firm not engaging in feedback;
• in 2023, only 27% of clients were asked to participate in a client feedback program by their outside law firms. 

Let’s get a realty check on that: Law firms that have a client experience (CX) feedback program can earn nearly twice the share of a client’s wallet, but less than one in three clients have been asked to participate in a client feedback program.

In business development we often talk about “low hanging fruit” and this seems like a ‘no brainer’ to me!

Get in touch if this is something that interests you. And, frankly, why should it not!

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