You Belong Here.

• Jurisdiction: United States
• Date: 01 September 2016
• Author: Roach, Betsi

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...