Crafting the Ultimate Client Experience for Your Firm

Client Experience (CX) is increasingly becoming a critical component of professional service firms such as law firms, consulting firms, accounting firms and financial services firms. According to the Society for Professional Services Marketing (SMPS), more than half of professional services marketing leaders believe they will be competing primarily on the client experience, and 19% are adopting a CX strategy. While the interest is significant, professional services still lag considerably behind the Fortune 2000 in recognizing the importance of investing in and executing on a CX strategy.

Over the next few blog posts, we will explore four elements professional services firms should consider in developing a successful CX strategy based on WPG’s client feedback and CX market trends. A strong CX strategy is about making clients feel informed, valued, confident and heard. These elements will ensure you achieve that goal:

1. Proactive Communication & Transparency – It is no surprise that clients value clarity, responsiveness and knowing what to expect. Uncertainty creates frustration, and most relationship breakdowns (both professional and personal) typically result from a failure to manage expectations.
2. Personalization & Customization – Clients want to feel heard, understood and valued—not like just another case or project. Clients have been telling us for the past few years that they are making hiring decisions based on the firm’s understanding of their businesses, industries and unique challenges. One size fits one.
3. Consistency & Reliability – Clients trust firms that deliver a high-quality experience every time. Inconsistent service leads to dissatisfaction.
4. Continuous Improvement & Client Feedback Loop – The best firms evolve based on client insights and industry shifts. Gathering and acting on feedback enhances long-term relationships and better allows for those crucial improvements.