Read about the challenges facing the international legal community.

Whilst many have grown accustomed to talk of a more transparent and competitive new global economy, the reality has not been lost on those in the international legal community, who find themselves practicing in a particularly demanding market. Law firms operating cross-jurisdictionally recognise that to stay ahead of their rivals they must adopt a “service-based” approach that puts the client at the very centre of what they do.

The numerous research studies we have undertaken in recent years, assessing the habits and needs of sophisticated buyers around the world, validate the importance of this “customer first” approach. Time and again buyers of legal services tell us that the past experiences their peers have had with law firms really do matter. In fact, 9 in every 10 corporate counsel we surveyed will not consider short-listing an overseas law firm for which they have not received a personal recommendation or referral.*

Thus, client care is a fundamental part of your business development plans. There is a proven need for law firms to monitor customer satisfaction and experience at all levels.

With the introduction of Client Review, LexisNexis Martindale-Hubbell is now able to help member firms secure this valuable information. Through a secure extranet — our Client Service Centre — firms can submit, in confidence, the names of clients they wish us to approach on their behalf to obtain recommendation-based feedback on key performance areas such as service delivery, value for money and quality of legal representation. Findings are gathered and aggregated by us before being provided to the subject firm in a simple report, which can then be published within the firm’s listing at martindale.com®.

Martindale-Hubbell has also embraced this recommendation-based approach to conduct a major customer feedback programme of its own. This summer we approached every one of our customers asking them for comments on our service and how it might be improved. In this issue, as will be the case in the future, we will publish not only the findings from this exercise but, more importantly, what action we will be taking to address your comments and feedback.

Together we can!

*Source: Chief Legal Officer Survey, LexisNexis Martindale-Hubbell and Altman Weil, Inc., May 2007

Last updated -23 January 08

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