3e What (Clients) Want - Managing Legal Consumer ... · Firm Clients Want to Access Information?...
Transcript of 3e What (Clients) Want - Managing Legal Consumer ... · Firm Clients Want to Access Information?...
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Midyear Meeting
Vermont Bar Association
March 21-22, 2019
What (Clients) Want:Managing Legal Consumer
Expectations in 2019
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INTAKE
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How Do Legal Consumers Find Law Firms?
‘Vanity’ Search
‘Long Tail’ Search
Keyword Search
All Roads Lead to the Internet . . . even if you think all of your clients generate from in-person
networking.
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What Do Legal Consumers Want?
Immediate Response
Engagement
Price Certainty
Technology?
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Marketing Requirements for Modern Law Firms
Website
Social Media
Contact Forms
Content
Email Marketing
SEM/Backlinks
Paid Advertising
Organizational/Management Tools
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Intake Procedure
Lead Management / CRM
eSignature
ePayments
Analytics
Fee Agreement
Client Journey
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SHARING INFORMATION
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How Do Modern Law Firm Clients Want to Access Information?
Via the Devices + Tools They
Already Use
Without Significant
Barriers
On Demand
All Roads Lead to the Paperless Office . . . even
if you thinkyour clients want paper.
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Information Technology Requirements for Modern Law Firms
Productivity Software
Case Management Software
Scanner
PDF Conversion Software
Online Document Repository
Naming Conventions
Workflow
Automation
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Information Security for Modern Law Firms
Vetting Software
System Security
Encryption
Data Backup
Data Destruction
Informing Clients of Security Precautions
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BILLING
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How Do Modern Clients Want to Be Billed? Transparency
Cost Certainty
Value
Consistency
ePayments
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What You Need to Bill Clients Now
Time Capture/Recording System
Automated Invoice Generation System
Online Payment Methodology
Accounts Receivable Tracking Protocol OR Limiting Accounts Receivable
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Key Concepts for Improved Client Billing
Every Billing Interaction is Really a Marketing Conversation
Sell Value not Hours
Access AFAs
Make Payment Convenient
Eliminate Accounts Receivable to the Extent Possible
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DISPOSITION
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Circle Game
Seed Your Next Set of Intakes by Asking for Referrals
Subscribe Your Clients (including former clients) to Your Content
Build a ‘Closing Package’
Stay in Touch / Stay Top of Mind
Stay on Top of Trends
Law Firms that Focus on Customer Service Get Away With A Lot
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Jared D. Correia, Esq.
CEO
Red Cave Law Firm Consulting
(617) 398-7181
www.redcavelegal.com