Why I think referrals can sometimes be bad for business

I come across many lawyers and accountants who tell me “most of their business comes from referrals”. It’s said almost as confirmation that they must be doing something right, and I wouldn’t necessarily disagree with that. But it’s my experience that I usually hear it from the people who are using it to justify not […]

Why Law Firms Need Digital Strategists

It’s fairly accepted in a modern law firm marketing environment that traditional marketing and promotional techniques will only get a firm so far. For many firms, markets are no longer restricted by ‘location’, meaning firms – via digital methods – are able to supply legal services anywhere in the world. Operating in this environment law […]

Cross selling in law firms: about time for change

It’s no secret that I’m somewhat sceptical about the reality of cross selling in law firms. To put it bluntly, cross selling isn’t well practised by lawyers. Which is a shame, because the benefits are actually there for both the client and the law firm. For a client with a variety of legal needs, doing business […]

The Law Firm Partnership (and the Marketing Dilemma!)

law firm partnership

So much lip service is paid to cross-selling. What promises to be the answer to the elusive question of how to cross-sell often degenerates into comical discussions of initiatives such as firm-wide speed dating, face-to-face partner forums, compensating, remuneration or celebration programmes. But as much as cross-selling is flawed, in law firms, you could argue […]

Net Promoter Score for Law Firms

Net Promoter Score for Law Firms

Law firms have always relied on professional competency to attract and retain clients. Word of mouth, referrals and recommendations have historically been the principal sources of new business. In order to drive these ‘advocacy’ behaviours, legal service levels have to go beyond client satisfaction. What is Net Promoter Score? The Net Promoter Score (NPS) is […]