{"id":6548,"date":"2023-08-02T09:08:31","date_gmt":"2023-08-02T08:08:31","guid":{"rendered":"https:\/\/thecxacademy.org\/?p=6548"},"modified":"2023-08-02T10:44:24","modified_gmt":"2023-08-02T09:44:24","slug":"cx-for-legal-accountancy-firms","status":"publish","type":"post","link":"https:\/\/thecxacademy.org\/cx-for-legal-accountancy-firms\/","title":{"rendered":"CX for Legal & Accountancy Firms"},"content":{"rendered":"

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\"CX<\/p>\n

If you\u2019ve ever needed a lawyer you know how stressful it can be going through any legal action. On the other hand, if you\u2019re a lawyer you understand how important the loyalty of your clients is for your firm. More than likely, the way you get your clients now isn\u2019t through mass marketing but mainly through referrals and positive client reviews.\u00a0<\/span><\/p>\n

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Although it may not be evident because law firms usually judge their company’s success by how many cases they sign, CX is one of the most important aspects of running a successful business – including law and accountancy firms.\u00a0<\/span><\/p>\n

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Why is loyalty and advocacy so important in CX?\u00a0<\/b><\/h2>\n

When customers of any business become loyal advocates they advertise your business as the best option for solving a specific problem, to others. Think about iPhone users who swear by their life that Apple\u2019s phones are the best device you can ever use.\u00a0<\/span><\/p>\n

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When it comes to your clients, if they become loyal the next time their work colleague, friend or relative will be in need of an accountant or legal advice, they will recommend you.\u00a0<\/span><\/p>\n

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Choosing a lawyer or an accountant can be very difficult. Every client of yours has to put more than faith into a relationship with you. It\u2019s not just a package delivery that they\u2019re waiting for. They must trust that you will help them understand their situation, and be empathetic towards their specific circumstances. This is especially important in legal cases.\u00a0<\/span><\/p>\n

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In the article \u2018Interpersonal Dynamics\u2019, Joshua D. Rosenberg says, \u201cSuccess in law (as in other fields) correlates significantly more with relationship skills than it does with intelligence, writing ability, or any other known factor\u201d. Many lawyers believe that to be successful you need to focus only on the facts of the case. However, when you incorporate concern about the emotional state of your clients you will be able to grow stronger bonds.\u00a0<\/span><\/p>\n

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As we teach in our courses, when you have a strong bond with your clients, built on Trust, Personalisation, Meeting Expectations and Fixing Mistakes brilliantly, your clients will become loyal advocates that will promote your business on your behalf.\u00a0<\/span><\/p>\n

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Loyal clients can spend even <\/span>67% more<\/span><\/a> than new clients.\u00a0<\/span><\/p>\n

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In an accounting firm if you have a client who you provide payroll services for, and you give them an excellent experience throughout the year, more than likely they will ask for more services from your firm.\u00a0<\/span><\/p>\n

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It\u2019s definitely a chain reaction – for which you should put a deliberately planned strategy in place.\u00a0<\/span><\/p>\n

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Remember: <\/i><\/b>Clients who recommend your company to their friends and family are a more legitimate source and will plant a seed of trust for your company in them. Clients who come from referrals usually are more trusting from the get-go. <\/span><\/p>\n

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\"Smiling<\/p>\n

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Shifting Client Demands<\/b><\/h2>\n

According to Modern Lawyer Magazine, \u201cthe percentage of clients recommending law firms is at an all-time high of 69% (up from 49% in 2020 and 47% in 2019)\u201d. Clients and customers all around the world in every industry are in an increasingly large majority, choosing the brands they work with based on the recommendations of others and their own experiences.\u00a0<\/span><\/p>\n

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Clients no longer expect just good service and accurate handling of their accords, they are now consciously choosing which organisation to deal with based on their customer experience.\u00a0<\/span><\/p>\n

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50 years ago, there possibly was just a single lawyer and accountant in the town. But as the world grew, communication abilities expanded and equal opportunities arose, we now live in cities with hundreds of firms competing against each other.\u00a0<\/span><\/p>\n

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This not only gives rise to the need for differentiation (see below), but also it gives your clients the opportunity they didn\u2019t have before – they can change who they work with like they change their clothes.\u00a0<\/span><\/p>\n

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As brutal as it sounds – today your clients don\u2019t need you – you need them. This is why keeping a great experience, making them feel listened to and understood and creating a strong bond based on trust are vital for today’s business success.\u00a0<\/span><\/p>\n

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Differentiation<\/b><\/h2>\n

When it comes to law and accounting firms, differentiating is exceptionally difficult.\u00a0<\/span><\/p>\n

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