What is the best way for law firms to differentiate themselves? Start with the client experience. PP&C’s Michelle Murray shares with Tom Mariam what law firms can do to make their clients comfortable and satisfied from start to finish and want to come back for more.

Michelle discusses the significance of pleasantly surprising the client throughout the journey, and shares some examples including what lawyers can learn from the Ritz Carlton and Nordstrom’s, as well as the importance of client feedback.

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