Aussie law firms failing to make good first impression

Asia Pacific lawyer takes key real estate role at Baker McKenzie… Dentons IP specialist relocates to Melbourne from London…

Aussie law firms failing to make good first impression

Aussie law firms failing to make good first impression

Most Australian law firms are not making a good first impression with prospective clients and legal providers.

That’s one of the findings of a survey by client experience specialists at Melbourne-based CXINLAW. It says 88% of law firms did not deliver a positive experience with 58% likely to drive clients to competitors.

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The report, ‘First Impressions Convert: Increasing Law Firm Profitability from the First Touch-point’ supported by ALPMA, follows the use of mystery shopping techniques to assess the quality and impact of interactions with law firm staff.

CXINLAW’s director Carl White says that law firms can’t underwhelm in the experience they give prospective clients, especially in a buyers’ market.

Dion Cusack, president of ALPMA agrees.

“In an increasingly competitive market with clients demanding more, law firms need to find differentiators and above all ensure that service delivery is a core value. This research shows there is still a long way to go in educating firms on the advantages of a continued focus on clients and the overall client experience,” says Cusack.

The full report is available from

Asia Pacific lawyer takes key real estate role at Baker McKenzie

Eva Hucker has been appointed to the newly-created role of Director – Global Corporate Real Estate at Baker McKenzie.

Her role supports the firm’s aim to grow the corporate real estate practice especially in its core industry focuses of consumer goods and retail, and TMT.

Hucker graduated from the University of Sydney in 1999 and was admitted to practice in New South Wales the same year. At Baker McKenzie she has spent the past four years in Hong Kong but was previously in San Francisco for two years and Sydney for six.

"Eva has a wealth of experience working with businesses in the technology sector," Rico Chan, Asia Pacific Chair of the Real Estate Practice, added. "This appointment will enable us to better anticipate and respond to the needs of this segment of clientele, whilst fully leveraging the talent and market knowledge within our Firm. I am delighted to see such a talented individual promoted within our organization."

Dentons IP specialist relocates to Melbourne from London

Robyn Chatwood has joined the team at Dentons in Melbourne after relocating from London.

The intellectual property partner has wide experience of IP and IT across multiple industries and has a specialty in international licensing, particularly in the retail, hospitality and healthcare sectors.

Before starting her law career, she was an executive in the oil industry.

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