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, a Rock Hill native and second-generation attorney, earned his B.A. from Clemson University and J.D. from Campbell University School of Law. He began his career clerking for the late Honorable John C. Hayes III before joining Elrod Pope Accident & Injury Attorneys in 2014, where he became Partner in 2019. As a Managing Partner, he oversees the firm’s Intake and Marketing Departments and has resolved over 750 personal injury cases, recovering millions for clients. Known for his client relationships and strategic insight, he is a frequent speaker at legal conferences and podcasts.
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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