After nearly 14 years of writing this blog, I’ve changed it’s name.  For a long time, client service (In Search of Perfect Client Service) was the right place to focus attention.  But as with other trends, everyone now claims to be great at it.  The notion of customer service has lost any meaning: if everyone claims to excel at providing great customer service, well, it is time to shift focus.

As I thought about it, I realized that client service was about me and us, the service providers.  I’ve been slow applying a lesson to customer service that my partner Nicole Auerbach and I applied to Valorem Law Group’s billing practice since its inception.  Clients judge the value of what we deliver, not us.  It’s about what value clients think we delivered, not our belief. The same is true for service. We can think we’re providing great service, but if the client doesn’t feel the same way, we’re wrong.  And then there’s that word–client, and seems to go with it: “my client,” implying ownership, which is the wrong dynamic, or “the client.” Could we be any more impersonal in describing a relationship that should be very personal? And finally, there’s that word “perfect.”  The search for perfect hinders improvement.  So I decided to focus on great. Great is worthy, its achievable, and it can always be improved upon.

And so, today, I announce the name change for this blog–In Search of Great Customer Experiences. I hope you agree the change fits the times.

I saw something online the other day that attempted to answer the question, “how is innovation related to design thinking?” The response, written by John Coyle, a former Olympic speed skater and CEO at Speaking Design Thinking, caught my eye. He began his response by reversing the question to “how is design thinking related to innovation?” I thought that was insightful, but my appreciation for his answer ended there. Coyle defined design thinking as “a process and a mindset used to solve complex problems in unique and innovative ways.” In other words, unique-ness and innovation are inherent attributes of design thinking. I see design thinking a bit differently.

Continue Reading Design thinking is essential to providing effective solutions

BTI Consulting Group reports that corporate counsel have singled out Valorem Law Group as a “Mover & Shaker”–“firms disrupting the legal industry by make strategic and tactical moves others don’t.”  We are honored to be singled out in this fashion.  From our founding in 2008, we’ve led the move to the New Normal, been named as one of 22 firms “best at AFAs,” and regularly have been recognized by corporate counsel for our brand excellence and extraordinary client service. What sets this recognition apart, however, is its validation of our move earlier this year to create ElevateNext Law and align ourselves with Elevate Services.  I wanted to spend a couple of paragraphs describing what prompted this major move by my Valorem partner, Nicole Auerbach, and me.

Continue Reading Corporate Counsel single out Valorem as a “Mover & Shaker”

Many people have views on how to develop a vision of change, of disruption.  Having just created ElevateNext Law (with the incomparable Nicole Auerbach) and created a vision with Elevate Services and Univar, I wanted to share my “recipe.”  It is a combination of George Bernard Shaw and Captain Jean-Luc Picard.

Says Shaw: Some see things as they are and ask why. I dream things that never were and say why not.

Says Picard: Make it so.

So, to capsulize:  Dream. Execute.

On Monday, my partner Nicole Auerbach and I announced the launch of ElevateNext, which will work alongside Elevate Services, a best-in-class law company.  And with Elevate, we announced our collaboration with Univar, a Fortune 500 chemical and ingredient distribution company, to reduce its legal spend by 50%. Many have followed our time with Valorem.  I am grateful for the sustained interest in our work at Valorem, and so I wanted to share the thinking that went into the creation of ElevateNext.

Continue Reading Announcing ElevateNext. The next big step in serving our clients.

Using its search and social metrics, Feedspot is honoring 40 blogs from among the thousands of Legal Marketing blogs.  Blogs were ranked on the following criteria:

  • Googgle reputation and Google Search ranking
  • Influence and popularity on Facebook, Twitter and other social media
  • Quality and consistency of posts
  • Feedspot’s editorial team and expert review

With that selection process, I am honored and humbled that this blog has been named a Top 40 Legal Marketing Blog.

Continue Reading In Search of Perfect Client Service named a Feedspot Top 40 Legal Marketing Blog

On March 19th, JD Supra announced its 2018 Readers’ Choice Awards, which recognized 240 authors from among 50,000 who published on JD Supra’s platform this past year.  I am deeply honored to have been named a Readers’ Choice winner in the Marketing and Business Development category.

As described by JD Supra, the methodology for selection is:

Continue Reading Patrick Lamb named a 2018 JD Supra Readers’ Choice Award winner