As the pandemic forced businesses around the world to face a multitude of issues, ranging from employee safety to supply chain challenges, their outside law firms suddenly found themselves in particularly high demand.

This, in turn, compelled law firms— already facing their own challenges of lawyer safety and budget constraints — to recognize that this environment demanded a closer alignment with clients than ever before.

While sensitive to the already pressing demands on their clients’ time, the boldest firms resumed their formal client-listening programs as a matter of priority. This paid dividends, as it empowered advisors with a real-time review of their client’s needs and challenges.

In the first part of this two-part blog series, we reflected on what has changed in client feedback over the several months. Now, we look ahead to how client feedback will continue to evolve as professional relationships grow and change in the face of new challenges and opportunities.

<b>What’s coming in client feedback</b>

Client feedback programs are not an innovation in themselves; some programs have been running for well over a decade and are now well-established tools and intelligence sources. As these programs reach a stage of maturity, it is important for law firms to reflect on the goals of their initiative and consider whether the existing approach reflects the current strategic direction of the firm.

Client feedback can be gathered from a range of sources — in-depth...

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