Erin Lawler | How “Client Listening” Leads to Increased Revenue and Client Loyalty

The Lawyer's Edge

Erin Lawler is the Head of M&BD, Americas at Hogan Lovells, an international law firm that operates at the intersection of business and government. She has over 20 years of experience in Am Law 100 firms, and this is her third leadership role at Hogan Lovells. Erin has established “best in class” client programs and increased collaboration in her previous role as the Global Head of M&BD Operations and Business Management.

Prior to Hogan Lovells, Erin worked in Business Development for Norton Rose Fulbright and WilmerHale, where she developed client retention strategies and other programs to drive revenue growth. Erin lives in Connecticut with her partner and their eight-year-old daughter.

In this episode…

The pandemic disrupted life and business as we know it, including the legal industry. A business that was once face-to-face needed to adjust to virtual contact. This change created a lasting impact on how to engage with clients. How did the pandemic impact your business?

Professional services that were dependent on interaction needed to reassess, and Erin Lawler saw an opportunity for improvement. Coming out of the pandemic, she realized the mechanisms of client communication needed to change. Erin implemented the use of client feedback by changing the mindset of how to conduct a client listening session, and she uses it to strengthen and establish strong relationships to improve the legal industry.

In this episode of The Lawyer’s Edge, Elise Holtzman is joined by Erin Lawler, Head of M&BD, Americas at Hogan Lovells, to discuss the impact of client communication. Erin has over 20 years in the industry and is passionate about providing top-level client services. Together they discuss how to focus on business objectives and imperatives, establishing credibility, and delivering top-level client service through feedback. Stay tuned!