On Monday, I presented a short recap about the Zappos session at LMA’s Annual Conference to my local LMA city group.  So they’ve definitely been on my mind this week, particularly after a customer service experience I had with another company. 

We’ve talked before about how bad client service experiences can have a negative impact – and a lot of that is common sense. But what about lukewarm client experiences? 

To illustrate, I want to compare Zappos with the experience that I had with Groupon yesterday.  Zappos mantra is customer happiness – they don’t just want a satisfied customer, they want an ecstatic customer.  Ecstatic customers will go out and tell their brand story in a happy and positive way, so Zappos is not only creating repeat customers, but helping to facilitate new clients. 

Continue Reading What Kind of Client Experience Are You Creating at Your Firm?