Delivering client insights for a leading law firm
The need
Roxburgh Milkins is a boutique law firm based in Bristol, focusing on corporate and commercial support for companies of all sizes. Over the 10 years we have worked with them, we have completed various client interviews and Roxburgh Milkins recognised a need to update this feedback across a range of clients. Although they have regular communication with their clients, they wanted to better understand their needs and expectations – from a third-party perspective with the objective of improving the overall client experience as well as refining services and processes.
What we did
- Conducted 8 video conference interviews across a range of businesses over a span of 6 months.
- Used previous interviews to inform conversations with key clients surrounding the main themes.
- Received comprehensive feedback allowing for a full update of client’s needs and expectations.
- Focused our enquires around key areas, including; relationship, service delivery, marketing and business challenges.
- Provided recommended actions based on the insights gained from these interviews.
The outcome
The firm received a thorough understanding of their clients’ perception and what actions they needed to take to ensure a positive client experience. These insights allowed them to solidify ties with their long-standing clients as well as building good processes with newer clients.
“Knowing what our clients need is so important for us, not only in the everyday interactions but also how we plan for the future. Claire’s conversations and ability to identify the key details meant that we heard new things and ideas, even from clients that we talk to often.”
Ian Grimley, Director.
