Helen Hamilton-Shaw

Member Engagement and Strategy Director, LawNet Limited

8 Sept 2020

Where small talk meets big ideas

Helen Hamilton Shaw explains why now is not the time to stop knowledge sharing

16 Jan 2020

Beyond enquiry

Targeted action to handle new enquiries, and follow up on them, greatly increases client satisfaction rates, as Helen Hamilton-Shaw explains

17 Oct 2019

A matter of trust and reputation

Research reveals the extent to which client satisfaction is critical to the true success of a firm and the part technology can play in facilitating this, as LawNet's Helen Hamilton-Shaw explains

19 May 2017

Maximising the millennial networking resource

Harnessing Generation Y's expertise in digital interactions can help a firm put a new spin on business development, explains Helen Hamilton-Shaw

10 May 2017

Squaring up to your customer happy factor

There is no single metric to measure client satisfaction, but you could do worse than start with benchmarking survey and mystery shopping, says Helen Hamilton-Shaw

19 Jul 2016

Finding the fault lines in customer experience

Failure is a part of life. It can affect even the most reliable and experienced organisations. Think of Volkswagen: its whole brand image has been developed around the reliability and longevity of its cars. Every Golf buyer was purchasing a small part of VW's solid German integrity of build and purpose. Now think of the emissions scandal and how the manufacturer has handled the problem with its customer base.

29 Jun 2016

Squaring up to the age of the customer

Delivering the high-value, personalised experience that customers expect demands focus, investment, and operational commitment, advises Helen Hamilton-Shaw

31 May 2016

Why you need a good punchline

In a regular series, Helen Hamilton-Shaw reflects on the key findings of the mystery shopping undertaken as part of LawNet's audited client care programme

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Helen Hamilton-Shaw

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