Client Loyalty with Susan Duncan

September 28, 2021 |

Client Loyalty with Susan Duncan

September 28, 2021

It has never been more important than now to provide an exceptional client experience and ensure client satisfaction. We know from Frederick F. Reichheld, a former Bain & Co. consultant and creator of the Net Promoter Score®, that the most satisfied clients become the most loyal, directly contributing to new referrals, revenue stability and higher profitability.

In this one-hour session, we’ll hear from veteran law firm consultant Susan Saltonstall Duncan, author of newly released Building Enduring Client Loyalty: A Guide for Lawyers and Their Firms. She will provide top tips and takeaways from her new Special Report focusing on being a trusted advisor, adding and enabling value, managing key client teams, planning for partner and client succession, and developing a client-centric mindset through feedback and continuous improvement.

Legus International members will receive a special 20% discount on the publication which is available in both hard copy and eBook format. Simply enter the code “Legus20” on checkout to obtain your discount. Go to for further details and to order.  (Larger discounts are available for firms that want to order in larger volume: contact for further details).