The pervasive cultural narrative around lawyers and the nature of the legal system make it hard for law firms to improve customer satisfaction scores. But as legal tech improves, and disruptive companies encroach on law firms, it’s more important than ever for firms to focus on building profitable long-term relationships with happy customers.
A single intern collapsed US cybersecurity. That’s one lesson from the SolarWinds hack. The greater lesson is that the vulnerability was known a year earlier, and nobody took any action.