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<b><i>Voice of the Client:</i></b> Getting to Wow!

By Bruce D. Heintz

The old-school term is Client Satisfaction. It's been replaced with Client Delight, which is defined as beyond satisfaction. No matter what you call it, best-in-class client service is where it's at ' and where it will be going for some years to come.

But, just how good do you have to be, anyway? If you're a law firm Relationship Partner, do you need to earn an “A” from your clients? Or, what about a rating of 9.0 out of 10? Is that good enough to delight?

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