From Good to Great: The Path to an 80+ NPS
Prospective clients aren't watching your billboards. They're not Googling your TV ads.They're listening to friends, family, and online reviews, and those come from one place: clients you've already served. The firms hitting 80+ NPS aren't getting there by accident. They've made client experience their highest-leverage marketing channel. In this session, Ben Leader of Elrod Pope shares the system his firm uses to consistently deliver world-class client experiences: the culture, the touchpoints, the memorable moments, and the feedback loops that turn satisfied clients into active promoters.
Details about this webinar
Prospective clients aren't watching your billboards. They're not Googling your TV ads.They're listening to friends, family, and online reviews, and those come from one place: clients you've already served. The firms hitting 80+ NPS aren't getting there by accident. They've made client experience their highest-leverage marketing channel. In this session, Ben Leader of Elrod Pope shares the system his firm uses to consistently deliver world-class client experiences: the culture, the touch points, the memorable moments, and the feedback loops that turn satisfied clients into active promoters.
WHAT YOU'LL LEARN
· A practical framework for measuring NPS and acting on at-risk client signals before they go silent.
· The structured touchpoint pattern (ClientConnect, VerbalConnect, dashboard alerts)that creates reliable client connection.
· Memorable moments and welcome rituals that turn satisfied clients into active promoters.
· Why the firms with the best client experience also have the lowest paid acquisition costs.
Live May 19 at 1:00pm ET. Can't make it? Register anyway and we'll send you the on-demand recording.
Meet Our Esteemed Panelists
Ben Leader is the Managing Partner of Elrod Pope Accident & Injury Attorneys, a 46-year-old personal injury firm based in Rock Hill, South Carolina. As Managing Partner, Ben has helped lead Elrod Pope through significant growth and transformation, with a particular focus on client experience, intake, marketing, and culture. The firm has grown to more than 55 team members, consistently achieved a client Net Promoter Score above 80, and was named to the 2026 Inc. 5000 list of America’s fastest-growing private companies. Ben is passionate about building a law firm where growth and exceptional client service go hand in hand, and he frequently shares lessons from Elrod Pope’s journey with other law firm leaders at conferences, on podcasts, and through industry events.
Paul specializes in bringing new and disruptive technology and SaaS solutions to market, refining solutions to provide more value to customers. He is passionate about technology: helping businesses like law firms run better while at the same time delighting the consumers they serve.
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