Earlier this year, I changed the name of this blog from In Search of Perfect Client Service to In Search of Great Customer Experiences. I explained the reasons, but I glossed over the change from client service to customer experience. Recently, I was challenged to explain why clients were no longer clients, but instead
I recently learned that I was named a BTI Client Service All Star for 2019, the sixth time I have been named. As with each previous time, I am honored to have been selected for this recognition. This year carries some special significance, however, because it is the first time I have been recognized…
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”
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.
For the 6th straight year, Valorem was named the BTI Consulting’s Client Service A Team. We were recognized in these areas:
Continue Reading Valorem honored to be named to BTI Client Service A Team for 6th Straight Year. Why it matters to us.
I have been a renter. I have been an investor in homes. I have been a buyer of homes and I have worked with a builder to design and build a home. Each experience has its pros and cons. The critical thing to making each role a successful one is to decide in advance what role you want to play. The same lesson holds true for operating a business and for operating a law department.
Continue Reading Renter v. Investor? Buyer v. Builder?
I just finished reading Mary Juetten’s post in Above the Law, Time Is The New Black. I was struck by this statement:
“Also, all should reject the value billing theory that recording time is unnecessary.”
Since there are few statements with which I would disagree more, I decided to parse the article and respond…
I read this and immediately started thinking about my Saturday morning encounters with our washing machine. Walk by, put the towels in and then feed the dogs. Swing by later after grabbing morning coffee, put the towels in the dryer and put the whites in the washing machine. Lather. Rinse. Repeat. Episodic encounters with the…