Why now is the time to listen to your clients​
The world and client expectations have shifted. Today’s clients are more aware of how firms communicate with them. They expect greater clarity, empathy, and responsiveness. The Law Society has recognised this trend, and we believe now is the ideal time to bring structured client insight into your firm’s strategy.
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At The Client Pillar, we help firms embed the voice of the client into strategic thinking, BD, and client care. Understanding what your clients value, and how they experience your service, drives better relationships, stronger loyalty, and sustained growth.
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​About Katherine Neylan​
Katherine Neylan, founder of The Client Pillar, has worked with professional service firms for over 25 years. She began by delivering Chartered Institute of Marketing courses to business development and marketing teams at KPMG and Allen & Overy. This led to citywide training and a shift into strategic consultancy across law and accountancy firms.
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Katherine brings a unique perspective, combining deep marketing expertise with a human-centred approach. Alongside her CIM qualifications, she has also studied counselling and coaching, giving her the tools to work closely with partners and fee earners to build stronger client understanding and deliver genuinely client-centric strategies.
What the Law Society says
Responding to rising client expectations
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Today’s clients expect more than legal expertise – they demand accessibility, convenience and quick responses.
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This trend is driving law firms to adapt in ways that make client interactions more efficient and responsive.
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The report reveals that while 45% of clients still prefer traditional phone communication, digital options are gaining popularity, with 43% preferring website communication and 42% open to chatbots.
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Law firms increasingly use technology to meet these expectations, creating a hybrid communication model that combines traditional and digital channels.
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User-friendly mobile apps, secure client portals and virtual consultations can enable firms to build stronger, more responsive client relationships.
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Contact
I'm always looking for new and exciting opportunities. Let's connect.
07973 656308