The final session that I’d like to share from the Legal Marketing Association’s Annual Conference this year focused on learning lessons from businesses outside of the legal industry – while there’s something to be said for understanding what your peers are doing within the industry, there’s a lot to be learned from other professionals as well. LMA brought Maggie Watkins, Chief Marketing Officer of Sedgwick LLP to moderate Lynn Skoczelas, Chief Experience Officer of Sharp HealthCare, Lilian Tomovich, Chief Experience Officer at MGM Resorts International, and Susan Letterman White, Founder and Managing Partner of Letterman White Consulting to offer their perspective on how businesses are using the client experience to up their game.

The panelists shared with us some key learning outcomes that we can adopt in our own pursuit of the excellent client experience.

Create a client-focused culture

Sharp HealthCare did this by launching “impact teams,” which led to increased market share, employee satisfaction, and consumer satisfaction. Now, they’re having to look to new league tables to provide them with a metric they can improve on. MGM realized after the recession that they needed a shift, and through client feedback they identified their brand purpose, that they’re actually in the entertainment business, not the gambling business. They defined who they were and what they stood for, set standards for their employees and clients, and then communicated, trained, and held people accountable to create this culture.

Read more: http://www.zenlegalnetworking.com/2017/04/using-the-client-experience-to-up-your-game/