How attorneys are balancing expectations & reality in a changing industry.
In an instant, 24/7 world, where consumer expectations are shaped by titans like Facebook, Apple, Amazon, Netflix and Google (FAANG)—client expectations are higher than ever. Consumers in their own right, legal clients are equally invested in a differentiated experience centered on responsive, helpful and friendly service, on-demand.
For the small or solo practice, delivering on heightened expectations for customer service and availability can be daunting, especially while balancing the administrative duties of running a small business, and the need to prioritize casework and billable hours. Where does the time go and how is it impacting growth?
A recent Ruby survey, along with annual Clio survey data, identified issues around responsiveness and lead generation, building client retention and referrals, and streamlining efficiency. Our research also revealed solutions many forward-facing lawyers are implementing to increase growth and client satisfaction while maximizing billable hours.
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