Improving the Client Experience

Mapping the Client Experience Lifecycle

by Matthew HomannLexThink LLC

One question to ask yourself everyday.

How can we serve our best clients better?

Understanding your client’s experience is the first step to

improving upon it.

Leaving, on a jet plane ...♪

Daddy, I want to ride the roller-coaster!

Your clients don’t care about results most of the time.

s m t w t f s

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8 9 10 11 12 13 14

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29 30 21

They care about the experience they’re having right now.

!#

Clients value things most lawyers don’t measure.

!

How do clients know you’re a good lawyer??

behavior matters more than expertise.!

What can I do?

Identify your ideal average client.1

What is an ideal average client??

A = Clients that actually existB = Clients your firm wantsC = Clients your firm can getD = Firm’s Ideal Average Clients

A B

C

D

Understand how they consume your services.2

Map every stage of their client experience.3

their experience begins before they walk in your door.

Needs HelpSeeks SolutionEngages ProviderConsumes ServicesShares the Experience

Identify the one thing they value most right then.4

Name 10 ways you can deliver the one thing they value.

5

Don’t forget to identify a wayto measure your improvement.

!

Ask your staff & clients to help you.!

Do the easiest one first.6

Repeat until you can improve no more.7

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@MattHomann

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