You Belong Here.

• Author: Roach, Betsi
• Position: LMA NEWS

Soliciting client feedback is crucial to creating a successful law firm. By listening, firms can best meet clients' changing needs and establish a sense of trust, purpose and belonging ultimately leading to client loyalty.

According to James Kane's "Science of Loyalty," a sense of trust, purpose and belonging are the three non-breakable requirements for building loyalty. In my past two columns, I've elaborated on the importance of building a sense of trust and purpose with LMA members. However, it is the sense of belonging that is perhaps dearest to me.

By joining LMA and continuing to be a member, you have expressed your desire to belong and learn from the LMA community. As such, I pledge to you that LMA will always listen to the feedback of our members so that, if possible, we can meet your changing needs and support your professional growth as the legal marketing industry continues to evolve. The development of the Body of Knowledge is one example of that commitment to meet your changing needs.

Another key example is LMA's move to a regional structure, which came as a result of listening to hundreds of LMA leaders and members...