Helen Hamilton-Shaw

Member Engagement and Strategy Director, LawNet Limited

Why you need a good punchline

In a regular series, Helen Hamilton-Shaw reflects on the key findings of the mystery shopping undertaken as part of LawNet's audited client care programme

The voice â€“ and value â€“ of the employee

In a regular series, Helen Hamilton-Shaw reflects on the key findings of the mystery shopping undertaken as ?part of LawNet's audited client care programme

Market disruption is the new normal

In a regular series, Helen Hamilton-Shaw reflects on the key findings of the mystery shopping undertaken as part of LawNet's audited client care programme

Mystery shopping: Ask, listen, act

Helen Hamilton-Shaw: It's no good measuring for measurement's sake - use feedback to drive improvements

The recipe for remodelling customer experience

Creating the perfect customer service experience is rather like baking the perfect sponge cake: everything needs to be properly measured and checked at every stage to create the right consistency and flavour.

The route to changing client care

By remodelling the customer experience in small steps, firms will start to see results immediately, says Helen Hamilton-Shaw

You had me at 'hello'

Helen Hamilton-Shaw warns firms against treating clients like business transactions

Law firm mystery shopping: Enquiry management

Effective follow-up processes have been shown to increase business by 30 per cent, says Helen Hamilton-Shaw

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Helen Hamilton-Shaw

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