ALM | Law.com Quotes Jeanne Hammerstrom on Client Feedback Programs

Benesch Chief Marketing Officer Jeanne Hammerstrom was recently quoted in the ALM | Law.com article, “Designing a Client Experience That Actually Differentiates Your Firm.” The article explores how law firms can differentiate themselves through a strong client experience, emphasizing proactive communication, responsiveness, billing transparency, relationship-building and structured client feedback programs rather than simply claiming to be “client-focused.”

Jeanne emphasized that the true value of a client feedback program lies in the actions taken after feedback is received, noting that firms must respond promptly, involve the right people, track follow-up efforts and demonstrate to clients that their input drives meaningful change.

“The most important part of a client feedback program is not the survey itself; it is what happens next,” Jeanne explained. “Clients are generous with their time when they believe their input will lead to action. That means routing feedback quickly, involving the right people, tracking follow-up and making sure the client understands that their perspective changed something. It goes without saying, preparation before any discussion seeking feedback is also key, always have prediscussion meetings with the relationship attorney and team. That way you’re less surprised with any positive or negative feedback. However, don’t go into the discussion believing you already know their experience and expectations.”

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