Includes bibliographical references (pages 273-287).
Contents:
The age of experience -- Unlocking the latent legal market -- The time is now -- Don't put your clients first -- The value of experience -- The client-centered law firm -- Experiencing your law firm -- Mapping the client journey -- On empathy -- Designing your client-centered law firm -- Shifting to a client-centered culture -- Measuring success -- Closing the loop.
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