About | HeinOnline Law Journal Library | HeinOnline Law Journal Library | HeinOnline
LOG IN
LOG IN

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- ness. 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. 61

What Is HeinOnline?

HeinOnline is a subscription-based resource containing thousands of academic and legal journals from inception; complete coverage of government documents such as U.S. Statutes at Large, U.S. Code, Federal Register, Code of Federal Regulations, U.S. Reports, and much more. Documents are image-based, fully searchable PDFs with the authority of print combined with the accessibility of a user-friendly and powerful database. For more information, request a quote or trial for your organization below.



Short-term subscription options include 24 hours, 48 hours, or 1 week to HeinOnline.

Purchase Access

Contact us for annual subscription options:

Contact Us

Already a HeinOnline Subscriber?

Log In

profiles profiles most