Contemporaneous customer feedback has become an integral component of the economic model for many service industries. From restaurants to ride shares, a wide array of companies leverage this feedback to improve their offerings, connecting them more meaningfully to what their customers value most. Why has law not implemented a similar feedback loop between firms and clients? Are there structural impediments to real time feedback? How might we go about constructing a system where such feedback is encouraged and used to improve legal services? Come hear a law department leader, an AmLaw executive and an itinerant futurist share their thoughts on the availability of feedback in law today, the type of contemporaneous information we should be collecting, how it presents opportunities to firms and clients alike, and how organizations like ILTA can play a pivotal role in fostering the collaboration needed to develop a meaningful feedback system.
- Understand the benefits of meaningful feedback for firms and clients
- Generate ideas regarding the type of feedback valuable to improving the services firms offer
- Identify how organizations such as ILTA can be pivotal in creating feedback standards