Let’s face it. The disruptive economy has shifted the balance of power. It’s a buyer’s market. Customers are more informed. Loyalty appears to be a thing of the past. The customer calls the shots . . . not the firm.
Current conversation about customer engagement tends to emphasize the online experience. Yet, the real differentiator for business today has become human connection. The secret sauce is making people feel special.
Every touch point with you and your firm is another opportunity to create a personal experience and a memory that makes your client feel special. You do this by engaging them in dialogue, remembering what’s meaningful to them and offering them invitations to participate in a significant way.
Deepening connection is the roadmap to loyalty, referrals and the robust practice you want. Here are a few examples of how lawyers and law firms can serve that up, in spades:
Whether a touch point occurs on your web site, via social networks, by phone, or face-to-face, it’s about making people feel special. That’s the new competitive edge.
As Maya Angelou said, “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”