Helen Hamilton-Shaw

Member Engagement and Strategy Director, LawNet Limited

Being human

In the shift to digital, we must not overlook the human touch, says Helen Hamilton-Shaw

Where small talk meets big ideas

Helen Hamilton Shaw explains why now is not the time to stop knowledge sharing

Beyond enquiry

Targeted action to handle new enquiries, and follow up on them, greatly increases client satisfaction rates, as Helen Hamilton-Shaw explains

A matter of trust and reputation

Research reveals the extent to which client satisfaction is critical to the true success of a firm and the part technology can play in facilitating this, as LawNet's Helen Hamilton-Shaw explains

Maximising the millennial networking resource

Harnessing Generation Y's expertise in digital interactions can help a firm put a new spin on business development, explains Helen Hamilton-Shaw

Squaring up to your customer happy factor

There is no single metric to measure client satisfaction, but you could do worse than start with benchmarking survey and mystery shopping, says Helen Hamilton-Shaw

Finding the fault lines in customer experience

Failure is a part of life. It can affect even the most reliable and experienced organisations. Think of Volkswagen: its whole brand image has been developed around the reliability and longevity of its cars. Every Golf buyer was purchasing a small part of VW's solid German integrity of build and purpose. Now think of the emissions scandal and how the manufacturer has handled the problem with its customer base.

Squaring up to the age of the customer

Delivering the high-value, personalised experience that customers expect demands focus, investment, and operational commitment, advises Helen Hamilton-Shaw

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Helen Hamilton-Shaw

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