MLP Episode 81: “Unleashing Excellence: Revolutionizing the Client Experience” with Mark Hunter

Market Leaders Podcast

In this podcast episode, David Ackert interviews Mark Hunter, Principal at Glen Maple Group, about the importance of client experience in professional services firms, particularly in the legal industry. Mark shares his background in CRM solutions and his current work with Glen Maple Group, which provides marketing and communication services to professional services firms on a fractional basis. They discuss how client expectations have changed and why firms need to pay more attention to client experience. Mark emphasizes the need for firms to align with clients’ values, preferences, and work styles to create a positive and lasting client experience. They also talk about the practical aspects of implementing client experience initiatives, such as consistent communication, transparency, and acknowledging and acting on client feedback. Mark highlights the significance of understanding the audience and tailoring the client experience accordingly. The conversation concludes with a discussion on the importance of honesty, transparency, and accountability in maintaining strong client relationships.