Mapping the client journey is an eye-opening exercise that highlights inefficiencies and bottlenecks in your firm’s processes. By dissecting each stage of the client’s experience, from initial contact ...

"Mind maps" are transforming how advisors communicate with clients and staff and how they organize information throughout the firm. Results include better-informed clients, significant time savings, ...

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 ...

Recently, at the Smokeball Spark 2023 conference, Talya Faigenbaum, director at Nest Legal, discussed how she uses human-centred design principles to build her firm. This content is available ...

A client journey map is a visual representation of the process a client or prospect goes through to achieve a goal with your company. With the help of a client journey map, you can get a sense of your ...

When talking to new clients, many advisors get right to the numbers, walking prospects through budgets and investment strategies that will help make their retirement years golden. Processing Content ...

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 Outside the legal industry, ...