Date & Time: August 26, 2026 | 1:00–1:30 PM ET
Overview
Most law firm clients who run into a problem never say a word. The research puts it at roughly one in twenty-four. The rest stay polite, stay quiet, and about half of them quietly begin mentally moving their work to another firm. That is preventable churn, and most firms never see it coming, because their feedback program is an annual survey nobody acts on.
In this 30-minute session, Catherine Alman MacDonagh of LSSO introduces Steven Keith of CX Pilots who will show legal sales and service leaders how to close that gap. Drawing on 25 years of client experience work in professional services, Steven covers what firms get wrong about client feedback, how to move past the generic NPS survey by designing questions around what you actually need to know at each stage of the client journey (what he calls institutional curiosity), and a simple listen, act, analyze loop that turns feedback into trust instead of fatigue. You will leave with a practical way to find out what your quietest clients are thinking, before your competitors do.
Co-presented by LSSO and CX Pilots as part of the CX Pillar. The recording will be distributed to registrants after the session and available in the LSSO members-only library.
