Mapping the client journey is an eye-opening exercise that highlights inefficiencies and bottlenecks in your firm’s processes. By dissecting each stage of the client’s experience, from initial contact ...

In this Strategies LIVE! podcast, Amber Bollman, business development manager at Barnes & Thornburg, and Yolanda Cartusciello, partner at PP&C Consulting (formerly Bernero & Press), discuss how legal ...

Opinions expressed by Entrepreneur contributors are their own. We’re entering an age where businesses are all about the customer. Companies are noticing they must treat users like royalty through ...

The idea that the interactions a company makes with its customer should follow a preferred path is not particularly new. The big shift revolves around what the preferences mean. A “journey” is no ...