The new year brings with it a fresh start and the opportunity to either start anew or build upon the success of the prior year. Unfortunately, research suggests that 80% of people give up on their resolutions by the 2nd week of February! So, how do we avoid missing the targets we set for ourselves to start the year? The great Tony Robbins identifies two things that separate the people or businesses that follow through on their resolutions from those that don’t; 1) clarity of purpose and 2) a plan.
Clarity of Purpose
For CEO Law, our purpose has been clear from day one; to deliver a better client experience through a more connected and responsive approach to legal services. While affordability is a key component of our value proposition, a client experience that supports a high value-to-cost is what ultimately fuels the growth of our business. Using Net Promotor Score (NPS) we’ve been able to track our improvement over time as well as respond to client feedback in a timely manner. In 2018 we were proud to achieve a +50 NPS in our first full year of operation and in 2019 we saw significant improvement with a score of +61 to finish the year.
A Well-Defined Plan
While we believe we are far from done, our progress to date can be attributed to having a clearly defined plan and approach to the way we differentiate from traditional law firms. We go to work each day with a commitment to delivering a service that is different in 4 ways:
- Experienced Lawyers
Our roster includes senior lawyers with both BigLaw and In-House Company experience. We believe that in-house experiences give lawyers valuable business perspective required to serve General Counsel and Senior Management teams as effectively as possible.
- Affordable Rates
Our rates are as low as you’ll find for similar services at $200/hour under a retainer and $250/hour post-paid.
- Flexible Delivery
We work with clients in both embedded multiple day per week engagements and on a project-by-project basis, so there is no minimum requirement for the amount of work we expect from a client. We are happy to support something as small as a single contract review for the opportunity to prove our service is everything we say it is.
We have developed a proprietary online platform that allows for greater visibility to billings and more effective communication between clients and lawyers. Continued investment in the platform will be a major contributor to improvements to efficiency and transparency of service that we believe will drive even greater client satisfaction going forward.
A Clearly Defined Goal
Of course, resolutions are nothing without clearly defined goals. So, to start 2020 we are using this post as a way to publicly communicate our goal of a +70 net promoter score by the end of the year. This is an ambitious goal in line with the NPS scores for some of the top brands in the world, but we believe it is achievable with the momentum we’ve built and our continued investment in technology focused on client experience. We are excited for the challenge and will check back in with a post in December to let you know how we’ve done.
What goals have you set for yourself or your business in 2020?