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A Pivot from Potential: Building a Next-Level Law Firm Client Feedback Program

Sep 15 - 29, 2022

Client feedback is a powerful business development and enterprise growth tool for every major industry and sector. According to Thomson Reuters Market Insights research, law firms deploying a formal feedback loop see a significant increase in client satisfaction, net promoter score, and share of wallet across key corporate accounts. More importantly, formal feedback programs are also seen as core catalysts for fortifying client loyalty, camaraderie, and trust.

This September, the Thomson Reuters Institute is pleased to deliver a three-part webinar series on maximizing the impact of formal client feedback programs across midsize to large organizations. Participants will receive a comprehensive tutorial on how to build, refine, and quantify investment in client listening initiatives to drive profitability and pull away from the proverbial pack.

Don’t miss this interactive, three-week seminar helmed by leading industry authorities.

Online registration coming soon.

Call to register: 1-800-308-1700

Or click here to email and we will contact you.

Event Details



For questions about this event, please call 1-800-308-1700 or email us at

Why You Should Attend

  • This three-part series offers new insight, best practices, and interactive discussion for firms looking to transform their client feedback initiatives
  • Participants will depart with practical action plans and adaptive techniques to incorporate within their firm
  • Attendees can request bespoke consultations for additional follow-up upon completion of this three-part seminar

Who Should Attend

  • Law firm Chairs & Managing Partners
  • Executive Committee members
  • Chief Marketing & Business Development Officers
  • Decision makers responsible for their firm’s client feedback programs
  • Data intelligence personnel
  • Client service professionals

Chair(s) and Faculty

Chair(s) Faculty
Steve Blundell
Director, Advisory Services - Market Insights & Thought Leadership, Thomson Reuters
Jen Dezso
Director, Client Relations, Thomson Reuters
Lizzy Duffy
Senior Director, Global Client Services, Thomson Reuters

More Information





Event agenda

(all times local)

Thursday September 15, 2022

11:00 AM EDT Part I: Getting Started

The first building block of our series addresses how to set up a program for success. To articulate the importance of client listening programs, we present data gathered throughout years of working in the legal market that demonstrate the benefits of formal feedback processes. We then take participants through critical success factors gleaned from client listening projects, explore various methodologies to help identify what is most suitable for one’s firm, and walk through how to select clients for participation in the process. By combining our data-informed best practices and experience with knowledge of your firm’s specific needs, we will ensure you leave this session with concrete next steps and action points to design and launch your bespoke client listening program.


Key insights:

  • Why client feedback? 
  • Essentials of an effective client feedback program
  • Building engagement and dealing with objections
  • Choosing the right clients; choosing the right methodology
  • End to end process and building a plan
12:00 PM EDT Conclusion

Thursday September 22, 2022

11:00 AM EDT Part II: Taking Your Program to the Next Level

The second part of our series is designed to equip participants with the knowledge needed to execute client listening programs, regardless of specific methodology. We begin with the setting clear objectives for one’s program, looking at how to understand and define goals and priorities around client listening. We then assess the effectiveness of survey instruments, processes, and KPIs currently in place, and explore how each can be optimized to meet overarching objectives. Attendees will leave this session inspired to grow their program.


Key insights:

  • Setting objectives
  • Sharpening your questionnaire
  • Probing deeper in client conversations
  • Project management essentials
  • Additional streams of feedback: relationship reviews, post-matter, post-pitch
  • Leveraging results
12:00 PM EDT Conclusion

Thursday September 29, 2022

11:00 AM EDT Part III: Transformational Client Feedback

Once a client invests time in delivering feedback, it is vital to quickly follow through on any action items or areas of concern. This closing session examines how best to process and respond to client feedback on both an individual and firmwide level. Our instructors will share guidance on understanding key data points and leveraging a sample framework for tracking real-time progress and workshopping results with client teams. Finally, we explore how client feedback is advancing and evolving across the global profession. Attendees should leave the session equipped with the tools and knowledge required to ensure their client listening program provides maximum benefit to the firm.


Key insights:

  • Action planning and follow up
  • Relationship planning and growth
  • Uses of client feedback data across the firm
  • The future of client feedback in the legal sector and beyond
12:00 PM EDT Conclusion