TRP 182: Human-Centered Design to Attract and Retain More Clients with Katherine Porter

The Rainmaking Podcast

In this episode of The Rainmaking Podcast, host Scott Love speaks with Katherine Porter, a management consultant specializing in legal project management, about the power of human-centered design in attracting and retaining clients. Katherine explains that professionals, particularly those in legal and professional services, can improve business development by focusing on the client journey and creating a seamless, personalized experience. She emphasizes that human-centered design isn't just about delivering services—it’s about understanding client needs, mapping out their experiences, and making intentional improvements that enhance engagement and trust.

Key topics include the concept of client journey mapping, where firms outline every touchpoint in a client's experience, from onboarding to service delivery, to identify areas for improvement. Katherine discusses the importance of empathy in business development, sharing how professionals can conduct client interviews and gather feedback to refine their processes. She also introduces workflow mapping as a tool to streamline operations and ensure consistent client interactions. Additionally, she highlights common pitfalls such as resistance to change, lack of follow-through, and the failure to continuously update client engagement strategies. This episode provides actionable insights for professionals looking to elevate their business development efforts by designing a client experience that fosters loyalty and long-term success.

Visit: https://therainmakingpodcast.com/

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Katherine is the founder of The Resourceful Lawyer and she works with lawyers and law firms who want to design and build more efficient and more profitable practices. Katherine blends the best of project management, human-centered design, and two decades of legal experience to tailor solutions for each of her law firm clients. She earned her law degree at UCLA, holds the Project Management Professional (PMP) credential, and is certified in Design Thinking. If you’re ready to think differently about the practice of law, subscribe to her newsletter Re-thinking Like a Lawyer here: http://tinyurl.com/mvuxt6v6

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This show is sponsored by Leopard Solutions Legal Intelligence Suite of products, Firmscape, and Leopard BI. Push ahead of the pack with the power of Leopard. For a free demo, visit this link:

https://www.leopardsolutions.com/index.php/request-a-demo/

Recruiters! Join Scott in Las Vegas for his Recruiting MasterClass Seminar on Feb 15 – 16, 2024:

www.recruitingisagame.com

Links:

https://www.theresourcefullawyer.com/about/

https://www.linkedin.com/in/kporterjd/

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