New ideasHow to sell to shoppers m What law firms can learn from retail

New ideas How to sell to shoppers

www.richmontewells.com

What law firms can learn from retail

Who?

How?

Retail is Detail

How?

1. Be Creative

2. Be Convenient

3. Put Customer first

4. Be Consistent

5. Care about value

1. Be Creative

Threshold

Perfo

rmance

Excitement C

ust

om

er

sati

sfact

ion

Product Function

Kano Model Analysis

Threshold

Perfo

rmance

Excitement C

ust

om

er

sati

sfact

ion

Product Function

Time

2. Be Convenient

face to face

online

wherever

3. Put Customer first

4. Be Consistent

“We are what we repeatedly do.

Excellence is then is

not an art but a habit”

Aristotle

Threshold

Perfo

rmance

Excitement C

ust

om

er

sati

sfact

ion

Product Function

Get these wrong or

miss some out and you

have a problem

5. Care about value

What do your clients really really want?

What?

Focus

Who are your most profitable clients and what

do they really really want?

Design

Transform

Price

Deliver

When?

T: 0117325 0253 Sally Calverley

www.richmontewells.com

Managing DirectorM:07545395282