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Use journey mapping to understand your clients

Plotting each point of a client’s interaction with your firm can help you improve the delivery of legal services and deepen key relationships, advises Adrienne Halladay

7 February 2017

Outside the legal industry, journey mapping isn’t a new concept – in fact, it is used by many companies to drive growth and to better understand their clients. However, within the legal arena, this is something that has not yet been widely embraced.

But journey mapping can help you better understand your existing and potential clients, improve your client’s journey experience, and ultimately differentiate your firm from your competitors to gain a greater share of the marketplace.

Quite simply, journey mapping illustrates each point of a client’s interaction with your firm and provides you with a better understanding of what the client goes through as they engage with both their solicitor and with your firm as a whole. Client journey maps allow you to take a careful look at whether your direction and approach is suitable. It’s a useful tool that ...

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