Marketing for Lawyers Expectation of clients Eva Tomášková eva.tomaskova@law.muni.cz Customers want lif we compare customers from twenty years ago to customers nowadays, we'll find that today, customers want more. l lCustomers want: lfaster service, lmore convenient service, lmore flexibility in things like payment plans and options, lless time waiting in lines, ltheir problems solved almost immediately. Expectations x wants lWants – customer want to solve his problem lExpectations are formed from customer experience in the marketplace. l Question lWhat expectations are you from the standing in the Czech Republic? lAre you satisfied? l Expectations lPast experiences lWord of mouth lCustomers needs and wants lRisk perceived lPrice l Kano model Very dissatisfied Non reached Reached Rate of reach Very satisfied Expectation Sweetie Necessity Customer Satisfaction Task lDescribe your experience about customer satisfaction. Present necessity, expectation and sweetie on a product. lWhat could be necessity, expectation and sweetie at offering of legal services? Perceptions lInformed by total experienced lAspect that can be managed by a company: lOfferings lService delivery lAppropriate arousal level lCost lAspect that can be influenced by a company: lCustomers´ needs met in the company lImportance of the experience to the customers lThe amount of risk the customer perceives is involved lAspects that cannot be influenced by a company: lPre-experience events (e.g. Transport) lCustomers´mood lCompanions (e.g. Argumentative) lPost-experience events (e.g. Meal in restaurant on the way home) l Customer Value lCustomer Value: lProduct elements lQuality lPrice lTime lInnovation lEmotional elements lCustomer Relationship lCustomer Services lImage of the company Customer delivered value Výsledek obrázku pro customer value model https://i1.wp.com/businessoverbroadway.com/wp-content/uploads/2013/01/Business-Growth-Depends-on-3- Types-of-Loyalty.png Barriers of customer orientation llittle emphasis on customers lunsuitable corporate culture lattitude of employees lorganizational barriers lno offer of customer services lbarriers in communication lExplain Kano model. lWhat customer value involves? Conclusion Client Feedback lhttps://www.lichtensteinlegal.com/client-feedback-form/ l lhttps://www.mmlk.com/experience-feedback.html l lhttps://www.blackhurstbudd.co.uk/client-feedback-survey/ l