Latest Articles

Words matter: Customers, not Clients is a significant think-piece by Dialogue contributor Patrick Lamb.  Earlier this year, I changed the name of this blog from In Search of Perfect Client Service to In Search of Great Customer Experiences. I explained the reasons, but I glossed over the change from client service to customer experience.  Recently, I was challenged to explain why clients were no longer clients, but instead “mere customers.”  This is my…
Look at the Whole Board by Patrick Lamb is a pithy intellectual challenge to all of us. Based on his reflections on the Deloitte-Epstein Becker announcement, Patrick invites us to consider whether the Big Four really are the bogey men for BigLaw firms?   In one of my favorite West Wing episodes, President Bartlett is playing chess with Sam Seaborn. He implores Sam to “look at the whole board” and at the end of the…
Design thinking is essential for effective solutions is Patrick (Pat) Lamb’s first post on Dialogue. In the last 20+ years we have witnessed Pat’s NewLaw journey, most recently integrating his law firm into Elevate. Coyle began his response by reversing the question to “how is design thinking related to innovation?” I thought that was insightful, but my appreciation for his answer ended there. Coyle defined design thinking as “a process and a mindset used to…