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In an industry focused on revenue and profit, where does something like customer experience stand in the priorities of legal providers? Leigh Vickery, Chief Strategy and Innovation Officer at Level Legal, as well as CEO and founder of Queso Mama, says that we need to look at the corporate and legal industry world differently. Instead of putting shareholders and partners first, they need to fall much further down the list. If you take care of your employees and your customers first, there will still be plenty left over for the shareholders and everyone is better off in the end. 
We dive into the topic of how other industries approach customer data and use the information to create a better experience. Can examples like Eleven Madison Park restaurant teach the legal industry better client interactions? Vickery believes so. Metrics like Profits Per Partner might show the industry how profitable the law firms are, but perhaps we need different metrics to show how satisfied the law firm’s clients really are. See Leigh’s article on Economics of Mutuality.

Information Inspirations
Casey Flaherty has an excellent article on how incremental improvements can create better returns on investment than big moon-shot projects. Check it out, right here on 3 Geeks. 
Wikipedia biographies are surprisingly difficult for women to not only get them on the platform, but to also keep them from being deleted. UNC Professor Franchesca Trapoti discusses the bias in her paper, “Miscatagorized: Gender, Notability, and Inequality on Wikipedia” and Marketplace Tech breaks down some examples.
Bob Ambrogi’s two-part article/podcast focuses on the unique resurrection of UpCounsel’s “legal as a service” model, as well as the interesting crowdfunding to raise capital. It’ll be interesting to see how well this crowdfunding goes, and if other legal services use this model.
Hey kids, lemonade stands are “legal” in New Hampshire and Illinois.
The Netherlands is using AI to pick up butts on the beach. Cigarette butts, that is.
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Transcript

Continue Reading The Geek in Review Ep. 126 – Leigh Vickery on Creating Top-Shelf Customer Experience in Legal

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