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World-Class Client Feedback Programs:
Driving Revenue in a Down Market

BTI demystifies the secrets of client service excellence and delivers a commanding look at how best-performing firms measure, track and improve client satisfaction.

Client Service Excellence Against the Odds
Economic strains place pressure on law firms and clients alike. This complimentary program gives you the tools to protect and expand client relationships even in a tough economy. You’ll learn:

• The critical difference between active and passive satisfaction
• 2 metrics that really correlate with financial performance
• 8 practices that plague client feedback initiatives
• 9 success factors driving best-in-class programs
• And the Holy Grail: Exactly how to motivate partners to change

What Is The Client Allegiance Premium (The CAP)
BTI asked more than 650 corporate counsel how a law firm could displace one of their existing primary providers. 87% provided specific recommendations – 13% did not. This 13% swear allegiance to their current law firms. And the law firms that enjoy this allegiance command substantial financial rewards.

Practical Advice from Real Marketers
Plus, hear answers to questions from our esteemed panel of law firm professionals. Get practical advice on what it takes to tackle and surmount obstacles, build buy-in and implement your own client feedback program.

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Complimentary

Hear from an experienced panel of legal marketers:

Kim Mize
Senior Manager,
Client Development Programs
Pillsbury Winthrop Shaw Pittman

Lauren Laughead Macaulay
Senior Marketing & Business Development Manager
Prince Lobel Glovsky & Tye

Elizabeth Bergen Zabak
Chief Marketing Officer
Carlton Fields

Presented and moderated by:

Michael B. Rynowecer
President
The BTI Consulting Group

Alvidas A. Jasin
Principal
The BTI Consulting Group