The legal industry is not immune to rising customer expectations in other sectors like consumer products and services. Many of those industries create what is known as “expectation transfer.” When a customer has an exceptional experience with a business, it drives new (higher) expectations that are carried over to different companies. Consider how Uber, for example, changed expectations for how quickly rides and deliveries happen. While the legal industry is not soon headed for an on-demand transformation, rising customer expectations will inevitably create challenges.

At Paraly, we believe there is enormous value in focusing on the client experience throughout the journey to favorable legal outcomes. It’s been our experience that law firms and legal teams that prioritize the client experience —by making it more convenient, seamless, and transparent — enjoy growth in both the quantity and quality of cases. While the legal industry can undoubtedly be transactional, client loyalty, reputation, and word of mouth will always matter.