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Client Satisfaction Programs: Lessons from the Trenches AND in a very special location!

Date of event: 9-23-2014
Time of event: 12:00 noon
Location of event: World Cafe Live Philadelphia 3025 Walnut Street Philadelphia, PA 19104

Client Surveys: Lessons From The Trenches

If your firm has established a client satisfaction program or is considering launching one, this program will provide valuable, practical tips on how to best use your program to build client loyalty and get the most return from your results. We will discuss the nuts and bolts of a successful client satisfaction program, including:

-Gaining buy-in from firm partners
-Selecting the clients to include in the program
-The effectiveness of different types of surveys
-Preparing for and conducting your surveys
-Getting the most out of in-person interviews
-Survey data and reporting
-Critical follow up initiatives.

In addition to law firm client service professionals, we will hear insights on client service programs from an in-house perspective.

Speakers:

Marci Krufka Taylor is the Director, Marketing Operations at Cozen O’Connor. Marci is responsible for the management of the marketing operations team, key firm marketing initiatives and marketing and business development efforts for the firm’s 170+ lawyer Business Law Department. She leads Cozen O'Connor's client satisfaction program. Marci also works on brand development, public relations strategy, advertising and media planning and implementation and led the project management on the firm’s web site. Prior to joining Cozen O'Connor, Marci was a principal with Altman Weil, where she conducted written, web-based, telephone and in-person interviews of hundreds of law firm clients throughout the country. Prior to consulting, Marci practiced with a mid-sized litigation firm in Philadelphia.

Melissa R. Margulies is the Client Service Counsel for Ballard Spahr. In this role, Melissa seeks feedback from clients regarding the firm's service and how the firm can continue to provide the highest quality representation to its clients. She sits on the firmwide Management Committee as well as the Strategic Planning Committee and provides both strategic and tactical recommendations to the firm's client service and business development initiatives. Melissa has both outside counsel and in-house experience. She was senior litigation counsel at a Fortune 500 company. In that role, she managed the company's litigation and counseled in-house clients at the executive and operational levels on litigation and compliance matters. Melissa was a trial lawyer at a major law firm and a shareholder at a mid-size litigation firm.

replica watches uk  "In addition to law firm client service professionals, we will hear insights on client service programs from an in-house perspective."

Alan M. Rubinson is a special counsel at Ballard Spahr. He is a seasoned in-house attorney with experience managing litigation at a global Fortune 500 pharmaceutical company. Alan has more than 20 years' experience as the vice president of U.S Legal Operations, Dispute Resolution and Prevention for GlaxoSmithKline. At GSK, he handled all facets of litigation and counseled the legal department and corporate administration, primarily in the areas of antitrust, commercial litigation, product liability, insurance, and environmental law. Before joining GSK, Alan was a senior litigation attorney in the law department of Union Carbide Corporation, where he managed litigation and advised on business matters. His private practice experience includes working on the seminal antitrust case Berkey Photo v. Eastman Kodak as a litigation associate in New York.
   
 
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