Where Are You in Your Client Feedback Journey? Practical Steps for Progress at Every Stage

Sponsored by: LMA Client Value SIG
Domain: Client Services
BoK Competency: External Client Communications & Feedback

Law firms approach client feedback in different ways. Some are just getting started, while others have established programs that integrate multiple feedback efforts and take a more forward-looking, strategic approach. This program will help participants evaluate their current state, recognize what is working, identify common gaps, and determine practical next steps for moving forward. Insights are informed by panelists’ lessons from building and evolving programs across firms with varying cultures, structures, and levels of readiness.

The session is designed for a broad audience across all stages and will offer actionable guidance on starting a client feedback program from scratch, building momentum, strengthening stakeholder buy-in, and evolving to a more structured approach that informs decision-making and supports client relationship growth.

Learning Outcomes:

• Assess the current state of their firm’s client feedback efforts and identify where they are in their client feedback journey.
• Identify key gaps, challenges, and opportunities in their current approach to client feedback, including participation, consistency, and follow-through.
• Develop practical, stage-appropriate strategies to strengthen and advance their client feedback efforts, including gaining stakeholder buy-in, integrating multiple feedback channels, leveraging technology and AI, and presenting findings to drive action. 

Presenters:
Adrienne Johannes, Head of Client Development, Hogan Lovells Cadwalader
Jiwon Lee, Sr. Client Development Manager, Finnegan
Steven Schroeder, Director of Marketing, Nelson Mullins
Moderated by: Julie Nabors, Client Success & Experience Expert, Gladstone Growth Strategies