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Bad Blood: The CX Canary in Your Coal Mine
Manage episode 489035687 series 3633910
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Ryan McKeen and Brittany Green from Best Era reveal why communication is still the #1 bar complaint against attorneys—and what it indicates about your practice. With host Paul Bamert, they argue that poor client communication isn't just an ethical issue but a "canary in the coal mine" signaling deeper operational problems that destroy trust. In today's Amazon Prime world focused on client experience (CX), clients expect responsive service, education and transparency. Ryan shares how his firm implemented "90 touches in the first 30 days" to build immediate trust, while Brittany emphasizes leveraging technology to enable more human touches.
Learn More and Connect
☑️ Ryan McKeen | LinkedIn
☑️ Brittany Green | LinkedIn
☑️ Best Era Consulting | LinkedIn | Instagram | Facebook | X | YouTube
☑️ Paul Bamert | LinkedIn
☑️ Subscribe: Apple Podcasts | Spotify
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