Do lawyers really understand their customers? New white paper launching 21st October

Thought Leadership, Industry Updates, White Papers

Do lawyers really understand their customers? New white paper launching 21st October

1 minute

Shelley Schubert, senior marketing communications manager, October 01, 2020

We’re excited to announce that on 21st October we will be launching the latest in our series of white papers - Do lawyers really understand their customers?

Our last two white papers have examined how personal injury (PI) law firms convert the enquiries they spend so much time and money generating. This year, we have decided to focus on the customer and look at what it is that makes injured people choose to contact a particular firm in the first place. Do lawyers understand what is driving consumers?

To assess where the profession is, we commissioned IRN Research to survey 100 PI and general consumer law firms on how much solicitors understand their clients, and gauge the firms’ marketing activity and spending.

We are at a uniquely difficult time for PI firms, squeezed at one end by Covid-19 and lockdown – which has severely impacted the number of new injury claims of all kinds – and at the other by next April’s launch of the Ministry of Justice’s whiplash reforms. By then they will be two years overdue and the politics of PI mean that any further delay is unlikely.

But people will still have accidents and will still need lawyers. The experience of PPI claims – which are substantially easier to bring than a claim through the new Official Injury Claim portal will be – is that people want to have their hand held through the claims process, even if it means paying over some of their compensation.

The wider context of our white paper is the effort going on to encourage consumers to shop around before choosing a lawyer, making it more important than ever that law firms present themselves positively to the outside world.

To find out in detail what consumers are looking for in their lawyers, click here to register for our FREE webinar. Of course, we’ll be sending out a hardcopy to all panel members.



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Our brand new industry white paper has launched

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