My Kingdom for a Horse: The Psychology of Pricing

The following guest column is by Richard Hinwood, based in London. Richard is the Head of Strategy & Chief of Staff at Withers.  As Head of Strategy, Richard leads the formulation and implementation of firm-wide strategy and business planning across the...

A Parable of Client Service: Coda

A few weeks ago I related the tale of our abortive foray into changing wireless service providers from AT&T to Verizon, which provided rich material for reflections on client service.  If you missed it, the original story is here. With dismay, I must report a...

A Parable of Client Service

A parable of client service in four acts. The wireless providers’ market in the US (AT&T, Verizon, Sprint, T-Mobile) has achieved saturation. Subject to rounding errors, every American from age 10 to age 90 has a smartphone. Among the providers, it’s a...

Alienating Clients in One Easy Lesson

A bit ago here in New York a dinner was held with the legendary Ben Heineman (GE SVP/GC from 1987 to 2003, Harvard BA and Yale JD [editor-in-chief of the Yale Law Journal], Rhodes scholar, Potter Stewart clerk) and 50 or so GC’s or senior inhouse counsel from...

The “Big Three” Annual Reports on Law Land

With the release last week of the Annual Report from Georgetown Law’s Center for the Study of the Legal Profession, the “Big Three” annual reports—Altman-Weil’s Law Firms in Transition, Citi/Hildebrandt’s Client Advisory, and...
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