In Search of Great Customer Experiences

Because service is what we deliver, but it's how customers experience it that counts

Latest from In Search of Great Customer Experiences

Guest post, by Philip Harris The current environment is spawning conversations about reducing costs as a means of responding to the loss of revenue that many businesses are experiencing. Many businesses already have laid off and furloughed employees and cut their compensation. No one seems to know how long this will last. The pressure to reduce costs now and in the near term will affect all businesses and institutions in this country, whether they are…
I was born in Detroit and grew up in the heyday of the auto industry. So, when I first heard Ron Baker speak about Lee Iacocca, I listened with great interest. Iacocca was a Detroit icon, first for his trailblazing work for Ford and later for saving Chrysler. Ron set the stage: Chevrolet had created the Corvette. It was very expensive, relatively, but it was the first real sports car.  Ford needed to challenge it.…
Every day, businesses prioritize. They invest in one thing, not another. They fix one problem, but defer fixing another. The build one facility, but not another. They pursue one strategy to the exclusion of others. These decisions are almost always made based on some form of return-on-investment or cost-benefit analysis.  ROI is coin-of-the-realm for operating a business. Except in law.  At least until now. Most law departments now operate in a world where they must…
From 2010 until 2016, I was a columnist for the online ABA Journal’s The New Normal column.  I was invited to start the column as a result of the creation of Valorem Law Group in 2008.  We started a law firm just before the Great Recession and because of the novel model and approach, we thrived because of the Recession.  We pioneered and shaped the significant changes that were to become an eventuality as the…
You know what happens when a rubberband is stretched too far. It snaps. The surge in just the past week is stretching many law departments. And there is more to come. To recap. In the past few days, SXSW canceled the iconic tech and music festival. Facebook canceled its annual F8 Developers Conference. Google canceled its Cloud Next Conference. TED canceled its TED2020 conference. The Ultra Music Festival has been canceled. Some sporting events are…
Heck of a title for a post about litigation, isn’t it?  Bear with me for a few paragraphs and my point will be clear.  I promise. Before I go further, ask yourself why you don’t outsource problem solving for your own problems.  Have you ever thought about going up to a random stranger and asking her to solve a dispute you are having with another person?  Would you feel better about crowd-sourcing the solution, asking,…
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 response to that challenge. Client is defined as a person (or entity) who uses the…
On Friday, I participated in an exchange of tweets with @adamdavidlong, @DBRodriguez, @RoninMikeSimon and @ronfriedmann about the importance (or lack of) of outside investment in law firms.  I weighed in with a note that having linked up with @ElevateServices and founded its aligned law firm, @ElevateNextLaw, we (@ElevateNic and I) were evidence that lawyers could work closely with business professionals, data scientists, tech developers and other lawyers to accomplish great things. …
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 scene, Sam realizes the sleight-of-hand President Bartlett had played to diffuse a brewing military crisis.  I was reminded of that scene yesterday when I was reading the commentary about Epstein Becker’s  announcement of a “strategic alliance” with Deloitte.  The internet was near…
I recently learned that I was named a BTI Client Service All Star for 2019, the sixth time I have been named. As with each previous time, I am honored to have been selected for this recognition.  This year carries some special significance, however, because it is the first time I have been recognized for my work for ElevateNext. It bears noting that customer service is not a one-person thing.  I am a…