May 2007

Great story on Monday’s All Things Considered on NPR about the ramifications of poor customer service.  The key is that customers who have a negative experience are more likely to talk about it, and are likely to embellish it.  The story is based on a study by the Wharton School of Business.  The critical conclusion–those

From Guy Kawasaki and his wonder How to Change the World comes "Airline Boarding Pass Kiosk," a great example of someone thinking like a customer and then implementing the needed changes:

The ability to print boarding passes for flights is a great convenience. Unfortunately, half the time you’re in a hotel room when you check-in

During a conference several months ago, I found myself doodling.  Pretty soon, the doodle turned into a note to myself.  "Who is the voice of the client?"  I put the note on my desk, and I find myself staring at every day.  In a law firm, who is the voice of the client?  Is the

The Managing Partner of Morrison & Foerster, Keith Wetmore, is a fraternity brother.  Wettinger, as he was known at Northwestern in the the late 1970s, was a stellar President of the fraternity.  Because of our fraternal brotherhood, articles in which Keith is mentioned or quoted always catch my eye.  One gave me pause to think

So I am flying to Houston, quietly reading the April/May issue of Law Practice magazine (see my next post).  I stop at ‘FrontLines" to examine their survey.  The question–How do law firms arrive at their partner compensation decisions?–is pulled from an Altman Weil survey.  I just started laughing.  On a 4 point scale, with 1