Client listening and training for top 100 commercial law firm

The Need

A top 100 UK commercial law firm with global offices needed to better understand their key clients and asked us to conduct an in-depth client listening programme to inform this. Following on from those results, they asked us to deliver bespoke training workshops that were specifically tailored to the client feedback.

What we did

1. Client feedback​

• Worked with the client to identify the accounts to include, with a focus on key clients and regional offices.​
• Conducted numerous video client listening interviews (working with a client listening expert) to get to the heart of the existing relationship.​
• Presented detailed analysis, with quantitative comparisons to highlight focus themes, as well as qualitative verbatims.​

2. Bespoke training​

• Designed a training course in close collaboration with the client, developing the important themes highlighted by the client feedback.​
• Provided lawyers with clear, actionable strategies to become even more sophisticated in their relationship management.​
• Delivered interactive workshops, using actors and client case studies, which allowed lawyers to practise their skills in realistic scenarios.

The Outcome

The feedback programme helped capture what is most important to clients, what differentiates this firm, and potential areas for development. Also, lawyers who attended the training workshops found them an insightful way of embedding the client feedback into their practice.