Helen Hamilton-Shaw

Member Engagement and Strategy Director, LawNet Limited

29 Mar 2016

The voice â€“ and value â€“ of the employee

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

4 Feb 2016

Market disruption is the new normal

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

15 Dec 2015

Mystery shopping: Ask, listen, act

Helen Hamilton-Shaw: It's no good measuring for measurement's sake - use feedback to drive improvements

6 Oct 2015

The recipe for remodelling customer experience

Creating the perfect customer service experience is rather like baking the perfect sponge cake: everything needs to be properly measured and checked at every stage to create the right consistency and flavour.

28 Jul 2015

The route to changing client care

By remodelling the customer experience in small steps, firms will start to see results immediately, says Helen Hamilton-Shaw

9 Jun 2015

You had me at 'hello'

Helen Hamilton-Shaw warns firms against treating clients like business transactions

28 Apr 2015

Law firm mystery shopping: Enquiry management

Effective follow-up processes have been shown to increase business by 30 per cent, says Helen Hamilton-Shaw

15 May 2012

Modern systems: Technology trends in mid-sized UK law firms

Helen Hamilton-Shaw of LawNet explores the latest IT trends in ?mid-sized independent UK firms

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Helen Hamilton-Shaw

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