"Full-Time Client Feedback Person - The Next Trend?"

By Tom Kane: Seeking client feedback appears to be getting more attention in firms of all sizes. Ballard Spahr (500-plus layers) has hired a full-time “client interviewer,” and Stanislaw Ashbaugh (19 lawyers) prominently links to their Chief Results Officer from their home page, and Ward and Smith PA (80 lawyers) has a partner who is devoted to visiting clients nearly full-time.  Other firms with similar positions include Orrick (over 1000 lawyers) with a firmwide ombudsman, and Reed Smith (over 1600 lawyers) with a director of general counsel relations.

Are these firms pacesetters for a greater focus on client feedback?

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Source: Legal Marketing Blog.com, 20 May 2008. Copyright © 2008, Kane Consulting, Inc. All rights reserved.