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All posts tagged Innovation

For the last decade, we have worked with firms to launch, lead, develop and support client feedback interviews. And in almost every firm, the managing partner or chair is either already conducting relationship visits or planning to do them as soon as possible. They often come to us to discuss how to both train the […]

We have quite a few clients in the process of updating their websites and/or going through a brand overhaul. As many of you know, it is a massive undertaking both from a time and money perspective. But it is also a perfect opportunity to offer clarity to the marketplace on what your firm and lawyers […]

The bar is low. Despite tremendous progress in the past 20 years, law firms continue to lag behind their clients’ industries and other professional service firms when it comes to innovation, client experience and client engagement. Again and again, we hear law firm clients say the attorneys and law firms that stand out from the […]

As an alum of Chico State in California, I get the college’s newsletter a few times each year. I recently received one that caught my eye and reminded me of my current work training lawyers on business development. The business school staged a “Sweet Sixteen” competition that tested students’ strategic selling skills. The students, all […]

An IT lawyer recently made a striking observation to me. He works in the flat-screen TV industry and noted that a flat-screen TV from twenty years ago could cost $20,000 or more and lacked much of today’s technology. But every year, the technology has gotten better as the cost has declined. You can now buy […]

Many years ago, one of my prior firms looked to hire its first business development “lead generator.” The candidate we selected had graduated from law school and served as a client of the firm. He had an impressive network of contacts and understood his role—linking potential clients with attorneys at the firm. To avoid potential […]

Howard Schultz recently announced he is stepping down from his role as CEO and Chair of Starbucks to focus on the company’s plans to build high-end coffee shops that charge as much as $12 per cup of coffee. That makes me think of the top end of the lawyer’s hourly billable rate. The $2,000 hour […]

As is customary, the New Year brings with it a variety of resolutions, plans and promises. As such, this is a great time to outline and schedule business development training for the year. Along with the traditional marketing and communication responsibilities, today’s CMOs are expected to oversee new and evolving business development and sales initiatives, […]

End-of-the-year travels have had me on more airplanes, staying in more hotels, eating in more restaurants and visiting more law firm offices than usual. During my travels, I experienced some of the best and some of the worst hospitality imaginable. On one trip, weather and travel delays typical of the season resulted in missed connections, […]

Wicker Park Group recently had the opportunity to speak with Doug Luftman, the Chief Innovation Officer and General Counsel at Lecorpio. He shared insights on what GCs are looking for from outside counsel and how to develop and strengthen those relationships. Luftman said, “The most valuable thing is outside counsel being savvy about my business and having true […]

While I was talking to a law firm partner about one of her most significant clients last week, she said, “Every time we have face time with the client, we walk away with several new projects. But that is so hard because we are so busy just managing the work and their complicated financial reporting […]

In the past month, I have moderated multiple in-house counsel panels (both in public forums and at private law firm retreats), interviewed more than a dozen in-house counsel and led client service workshops at law firms. In every instance, I was struck by the widening gap between what clients want from their outside counsel and […]

Every Saturday morning, five baby boomers including myself join together for a 4- to 5-mile run. We’re not fast, but we are committed and make it whenever we can. Four of us work in legal: one is a solo practitioner, two work in different mid-size firms and me (the token business development consultant). Bob, the […]

Wayne Gretzky is famous for being one of the greatest hockey players in history. He is also known for inspiring thousands with his quotes. One of my favorite Gretzky quotes is: “I skate to where the puck is going to be, not to where it has been.” It is simple but incredibly powerful and exactly […]

I was recently challenged to explore what client service will look like in 2026. The good news is the conversation has already started, but the bad news is law firms have a long way to go. It is great that the idea of “client service” is authentically being explored within law firms, but what many […]

Books to Inspire

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Summer reading has remained an ingrained habit from school days. At WPG, we are all avid readers and share book recommendations across genres. We read everything from current bestsellers and biographies to cookbooks and of course business books. Our 2016 summer reading focus at WPG has been on understanding the “client experience,” and we’ve all […]

At the recent Client Experience in Professional Services conference in Durham, North Carolina, Stan Phelps shared his insights about winning the hearts of customers and influencing positive word of mouth. Phelps is the author of What’s Your Purple Goldfish?, and his crowd-sourced stories resonated with the audience of engineering, design, architectural, construction, legal and financial […]

The massive uptick in how corporate legal departments and law firms are collecting data to make smarter decisions in any number of areas may very well disrupt the legal industry. But Big Data is not a replacement for Little Data: the voice of the individual client. From IBM’s ROSS and Watson to Mitratech’s March acquisition […]

In my career, I have had the opportunity to be general counsel for a bank holding company, a large state medical center and a state bar association. Each entity was different in terms of its leadership and operating procedures. However, there were certain common principles that guided outside counsel selection. Keep these mandates in mind […]

We play and watch games throughout our lives. Own a frequent flyer card? You qualify as a player. Buy an occasional lottery ticket? Play recreational sports or video games? Yep, you’re a player. Games are everywhere in our culture, and they can be an effective tool to help lawyers succeed at business development. After all, […]

You’ve recruited good candidates for business development, and they’ve participated in a productive group training program. So what’s the next step to success? After participating in the group program, your lawyers are ready for one-on-one coaching sessions in order to adapt what they’ve learned and make it relevant to their individual practices. One-on-one sessions work […]

Business Development coaching takes time. It takes money. And it takes a lot of effort and dedication on the part of the firm, the coach and the lawyer. Ideally, firms are confident from the outset that the investment in coaching is worthwhile and the coaching candidates will take advantage of the opportunities. Otherwise, everyone ends […]

Alternative fee arrangements (AFAs) are often studied, often debated and only sometimes tried. But with clients becoming more sophisticated in their choice of outside counsel and use of fee arrangements, you need to be prepared to answer this question: “Can we use an alternative fee arrangement rather than hourly billing in the matter your firm […]

In early December, I was talking to a law firm senior associate about his successes for the year and goal setting for next year and made the obvious comment about the rush to get in hours for the year. He responded, “Oh, I hit my hours last month so now I can coast.” I don’t […]

The following was posted October 26 by Lindsay Griffiths on her blog, Zen and the Art of Legal Networking. Griffiths is the International Lawyers Network’s Director of Global Relationship Management.   If you’re a regular reader of Zen, you’ll know that I love in-house counsel panels. During the recent Legal Marketing Association’s Technology Conference, we had one […]

In recent decades, many firms have embraced the transition of certain administrative and management duties such as pricing, project management and process improvement from the attorneys to professional staff. Yet there is continued reluctance to the hiring of client-facing business development (i.e. sales) staff. Why does this reluctance to sales support still exist? And how […]

I recently attended a meeting of the Customer Experience Professionals Association (CXPA) at the new PIRCH store in Atlanta to learn more about how the appliance store has created a customer-centric culture and earned a top 25 spot on the Forbes list of “America’s Most Promising Companies.” Granted, PIRCH offers $48,000 custom French ovens in […]

Last month, I spent two days with my dear friend Sanju Kripalani at Wicker Park Group’s annual client event. Sanju has one of those careers that very well may be unique to him: pedigreed education, New York law firm, Portland partner, DJ, marketing partner, patron of the arts, club owner, general counsel, yachtsman and now, […]

Last summer, we shared a list of books that engaged us and encouraged us to rethink how we approach our work and personal lives. Adding to that list, these insightful books address everything from the power of optimism to the importance of decluttering your spaces. Check them out and let us know what you think: […]

As we discussed in a recent post, the significant benefits that come from working with a business development coach include a personalized business development plan, accountability and access to fresh ideas. Identifying the right coach for your particular situation is the first, and often the most important, step in working with a coach. Take a […]

Everyone benefits from coaching. It’s rare to find any high achiever who doesn’t look to a coach for candor, reassurance and advice. Professional athletes, entertainers, CEOs and others at the top of their game often employ multiple coaches to stay fit and focused. In a similar manner, individual business development coaching helps lawyers focus on […]

During the 2015 Legal Marketing Association Annual Conference, keynote speaker Daniel Pink discussed many themes related to the role sales plays in the lawyer-client relationship. For decades, lawyers have pushed back aggressively that they aren’t in the business of sales. Of course, they are wrong. Sales is not something out of Glengarry Glen Ross (Pink redefines the […]

Early in my tenure as in-house counsel, I learned that our company possessed eight key decision criteria reflecting our company’s core values. We used those criteria as we began consolidating our outside legal work to fewer law firms.  Those eight key decision criteria were: The firm’s relationship to us (including years of service to our […]

Recently, I interviewed an assistant general counsel for a large global organization, a man who has spent 30 years working both within law firms and as in-house counsel. His range of positions and experiences give him far-reaching perspective on the evolution of the legal industry, current trends and the ways in which firms are (and […]

In law school, they don’t teach you to work in teams. In fact, most of the programs are designed to encourage competition with your classmates. However, when you enter the workplace and as your career evolves, some of your most important and interesting work will depend on your ability to provide excellent legal services as […]

Part 1: Intro to the Grid In this multi-part series, we explore the basics of creating an integrated business development training curriculum. We know lawyers are incredibly busy people. And we also know lawyers, like everyone else, each learn differently. These two facts—lack of time and individual learning styles—reinforce the need for firms to create […]

We can all benefit from revisiting the essential expectations clients have of outside counsel. Even though none of this is groundbreaking, it’s too easy for outside counsel to get lost in the weeds of day-to-day work and forget about the most important expectations they must meet. Take a moment to reflect on how well you’d […]

Our partner, Nat Slavin, recently had the privilege of moderating the general counsel panel at the LMA West Legal Marketing Technology Conference for the third time. The panelists were brutally candid in their assessments of how to strengthen relationships with in-house counsel, and we thought it was worth sharing their insights. Panel Kendra Clark, VP, […]

It’s no surprise to anyone that the legal community is not typically classified as innovative. But as law firms and legal service providers adjust to the changing economic landscape, many of the more successful ones are adopting innovative practices to stand out and provide a higher caliber service or product.  Innovation in the legal industry […]

This new video from RethinkLaw perfectly captures the state of the Legal industry and the ongoing and evolving shift in the client/law firm relationship.

At a recent Legal Marketing Association panel discussion on Social Media, I was struck by how much the conversation focused on what law firms think they should do about social media without paying attention to their clients. While it is critical that law firms have a plan for social media, including piloting the project, getting attorney buy-in […]

A recent survey of the web habits of general in-house counsel has revealed that almost 90% of them agreed that a law firm’s website plays a key role in influencing a purchasing decision. The survey was conducted by Wicker Park Group on behalf of Hubbard One, a Thomson Reuters business that provides services for marketing […]

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