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17 NAELA J. 61 (2021)
The Client-Centered Law Firm: How to Succeed in an Experience-Driven World

handle is hein.journals/naela17 and id is 67 raw text is: Volume 17

Book Review
The Client-Centered Law Firm:
How to Succeed in an Experience-Driven World
By Jack Newton
Blue Check Publishing, 2020
Reviewed by Kevin T Horner, Esq.

In The Client-Centered Law Firm: How
to Succeed in an Experience-Driven World,
author Jack Newton, CEO and co-found-
er of Clio, a cloud-based legal technology
company, argues that legal service pro-
viders need to adopt a more tailored, fo-
cused delivery of their services to clients
to match the expectations of the modern
consumer. He cites examples of successful
businesses, such as Netflix, Amazon, and
Airbnb, that focus on providing exactly
what customers want and making their
experience as effortless as possible. Empa-
thizing with the client, identifying what
the client really wants, and providing ser-
vices geared toward those wants - which
Newton refers to as the client-centered
approach - are good for the client, good
for the legal profession, and good for busi-
The author stresses that the modern
consumer wants an effortless experience,
citing The Effortless Experience: Conquer-
ing the New Battleground for Customer
Loyalty, by Matthew Dixon, Nick Toman,
and Rick DeLisi. Those authors surveyed

97,000 customers to determine which fac-
tors influence loyalty. Interestingly, they
found that exceeding customers' expecta-
tions makes virtually no difference in cus-
tomer loyalty. Instead, they found that the
primary factors affecting customer loyalty
are related to customer effort. The more
effort customers have to expend to obtain
or use a service, the less loyalty they have
to the brand.
Newton also points out that modern
businesses succeed when they know what
customers want and act accordingly. Tech-
nological improvements and access to in-
formation have shifted customer expecta-
tions, as you no doubt have experienced
in your practice when clients tell you what
they read on the internet or ask why they
should pay you to draft their estate plan
rather than buy a simple document online
and complete it themselves.
The experience of successful businesses
Newton cites demonstrates the virtues of
these principles. Netflix succeeded be-
cause it provided customers with a way
to have movies, television programs, and

About the Author
Kevin Horner is a NAELA member practicing elder law at Galligan & Manning in Houston, Texas.


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