Goodwin Procter has launched Propel, a firmwide AI training initiative. The program includes in-person events, lawyer and vendor-led trainings, and online content. Propel aims to increase the speed ...

Agency careers offer some great advantages over careers only in internal marketing, particularly in the first part of a career. First, agencies are built to train their people. The higher the rank, ...

It is essential for business owners to define good customer and client service practices. While there are certain individual principles of quality customer care, there are also degrees and differences ...

Shared Services sustainable success hinges on satisfied clients. But this involves more than putting your staff through client service training and asking them to “play nice”. The solution is to ...

While lawyers are increasingly expected to take responsibility for bringing new business to the firm, few have the skills and fewer have the desire to develop the skill. Firms have responded by ...

Service isn’t a tactic; it’s a culture that drives loyalty. Internal alignment and communication directly shape external client satisfaction and trust. Empowered employees create ownership, ...

We have all been in situations where we have been treated poorly by a food server, service manager, receptionist or product installer. The end result of such an encounter is typically a vow to never ...

The kind of customer service, or "client service," if you prefer, required for high net worth individuals (HNWIs) is broadly similar to what's required to provide customer service and support to the ...

If we live in a service economy, where’s the service? That question is asked hundreds of thousands of times a day by disgruntled customers, right here in the good old U.S. of A. Are they asking it of ...

Peter Kellett is an attorney. He’s also the chairman and CEO of his firm, Dykema Gossett PLLC. But Kellett will be the first to tell you that he is more than just an attorney leading attorneys. Behind ...