After lunch, I headed to "Using Client Feedback to Create Truly Meaningful Client Experiences and Deliver Greater Value" – a session that proved to have some fabulous tips. The panel was moderated by Julie Meyers of Burns White and featured Ronna Cross, from Patton Boggs, James Perkins of Procopio, Cory Hargreaves & Savitch, Jennifer Skiver, Allen Matkins Leck Gamble Mallory & Natsis, and Tara Weintritt of Miles and Stockbridge.
The panel began by sharing their best practices for starting a client feedback program:
- Get a promise from the firm leadership that they understand that the feedback is critical and they’re willing to take action.
- Know your firm’s culture going into this – what’s the best approach?
- Get everyone involved and figure out what success looks like.