BTI Client Service All-Stars 2014

The BTI Client Service All-Stars 2014
Executive Summary
330 innovative attorneys are leveraging market changes to stand out with corporate
counsel and deliver superior client service. Corporate counsel distinguish these
attorneys as the BTI Client Service All-Stars. This elite group of standout attorneys—
identified solely through unprompted client feedback—are recognized as delivering
the absolute best client service.
No attorney can lobby to be added to the list, self-submit nominations or provide
corporate counsel names to be interviewed. The only way to become a BTI Client
Service All-Star is for corporate counsel to single out an attorney for a client service
performance exceeding all others.

Inside You Will Find
The Making of an All-Star: Defining Client Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
About BTI Client Service All-Stars . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Cultivating Client Service Success: Law Firms Home to Multiple BTI Client Service All-Stars . . . . 7
The BTI Client Service All-Stars 2014 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
The BTI Client Service Super All-Stars . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
The BTI Client Service All-Star MVPs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
The Full Team: BTI Client Service All-Stars 2014 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
BTI’s Methodology and Approach: Explanation of Rankings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Additional BTI Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Terms of Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
©2014 The BTI Consulting Group, Inc. All rights reserved.
+1 617 439 0333 • www.bticonsulting.com

BTI Client Service All-Stars 2014
PAGE 1

Executive Summary
Embracing changes in client needs and goals is a critical component in delivering superior
client service. Knowing what clients are seeking and acting on it gets you a step ahead.
330 individual attorneys are a step ahead of the competition for superior client service.
BTI welcomes the new BTI Client Service All-Stars for 2014. BTI’s 13th annual survey uncovered
2 record-setting performances:
yy Morgan Lewis sets a new All-Star record for being home to 10 BTI Client
Service All-Stars in 1 year
yy H. Rodgin Cohen of Sullivan & Cromwell marks a record-setting 12th appearance
as a BTI Client Service All-Star
This year, 56 attorneys return to the BTI Client Service All-Stars for 2 or more years in a row—
proving their ongoing client service excellence. 4 attorneys earn nominations from multiple
clients—demonstrating the depth and breadth of their client service prowess.

The Making of an All-Star: Defining Client Service
BTI, in its 13th year of conducting the most in-depth independent interviews with corporate
counsel, uncovered a change in the factors driving superior client service. Our new research
reveals innovation as a new driver behind super client service. Clients recognize those rare
attorneys looking outside the box.
Overall, 6 key factors drive exceptional client service in 2014:
1. Client Focus
2. Innovative Thought Leader
3. Exceptional Understanding of the Client’s Business
4. Legal Skills
5. Outsized Value
6. Outstanding Results


PAGE 2

Client Focus
More than half of the attorneys earn their nomination to the 2014 BTI Client Service All-Stars due to
their superior client focus. Corporate counsel consider 5 significant attributes important to being
exceptionally client focused:
� Putting the clients’ needs first
yy Understanding clients’ legal and business objectives—and how legal advice impacts them
yy Responsiveness
yy Anticipating the needs of clients—and proactively solving or preventing issues
yy Achieving the clients’ targeted goals
Tools to Deliver Exceptional Client Focus:
yy Listen, Listen, Listen
--

B
eing tuned-in to what your clients are saying allows you to provide targeted,
specific legal advice which truly meets your clients’ objectives

Client Focus 54.1%
Innovative Thought Leader 14.9%
Exceptional Understanding of the Client’s Business 13.4%
Legal Skills 11.3%
Outsized Value 3.6%
Outstanding Results 2.7%


PAGE 3

Innovative Thought Leader
New in 2104, being an innovative thought leader is a fast-growing factor driving corporate
counsel’s perceptions of client service. Clients value attorneys who demonstrate their creativity
and flexibility in how they approach legal services. Whether it’s new billing methods, new
approaches to communication, new deal structures or forward-thinking strategies, clients see
innovative and strategic prowess as superior client service.
Nearly 15% of attorneys earn their nomination to the BTI Client Service All-Stars 2014 based on
their inventive and resourceful tactics.
Tools to Demonstrate Innovative Thought-Leadership:
yy Innovative strategies are bold, forward-thinking solutions to clients’ needs:
--

Discuss alternative fee arrangements and billing options with clients

--

Arm clients with information and tools to address unmet needs
ê mitigation tactics
Risk
ê
Checklists to assess regulatory compliance
ê
Strategies to manage and avoid litigation
ê
New deal structures for transactions
ê
Changes in licensing agreements to increase revenue while giving
licensees more flexibility

Exceptional Understanding of the Client’s Business
13.4% of corporate counsel nominations to the BTI Client Service All-Stars 2014 are driven by a
profound knowledge of a client’s industry and related market trends. The attorneys recognized
for their exceptional understanding of a client’s business are able to leverage this knowledge into
strategic, context-driven legal counsel which they share with their clients on a regular basis.
Tools to Deliver a Keen Understanding of the Client’s Business:
yy Immerse yourself in your client’s business to deliver tailored, strategic advice
--

Be aware of industry dynamics

--

Understand impacts of decisions on operational processes

--

Ensure advice is aligned with organizational culture

--

Provide insight into business-specific risks


PAGE 4

Legal Skills
Legal skills are an absolute expectation of attorneys by corporate counsel; however, some
attorneys take their expertise above and beyond the call of duty. 11.3% of attorneys secure
recognition on the BTI Client Service All-Stars 2014 for providing clients with tremendous
depth and breadth of knowledge.

Outsized Value
Corporate counsel perceive value when final delivery outshines what was expected. Additionally,
it aids corporate counsel in justifying cost-effectiveness. A handful of attorneys, 3.6%, earn their
nomination by surpassing value expectations consistently.
Tools to Delivering Efficient, Value-Added Service:
yy Communicate outcomes in client-friendly terms:
--

Time saved

--

C
osts avoided

--

Better outcomes than expected

Outstanding Results
Receiving superior results is always a top concern for clients, but rarely are they a true differentiator.
The 2.7% of attorneys who earn recognition through their delivery of outstanding results are the
surefire solutions risk-averse corporate counsel can rely on in difficult situations.


PAGE 5

About The BTI Client Service All-Stars
The BTI Client Service All-Stars 2014 is comprised of 330 attorneys who world-leading corporate
counsel recognize as client service leaders. BTI asks General Counsel and their direct reports to
name—unprompted—which attorneys drive superior client relationships. BTI draws on these
in-depth telephone interviews to create the BTI Client Service All-Stars 2014.

334

Total Nominations

330

Individual Lawyers Nominated
187

Law Firms Nominated
Law Firms with
More than 1 Nominee

67

Individual Lawyers
Nominated More than Once

4

Individual Lawyers Nominated
2 or More Years in a Row—MVPs

56
0

80


160

240

320

400

PAGE 6

Explanation of Rankings: BTI’s Methodology and Approach
BTI’s analysis for the BTI Client Service All-Stars 2014 draws on candid feedback from corporate
counsel at the world’s largest organizations. BTI asks General Counsel and their direct reports
to delineate, unprompted, the attorneys who drive superior client relationships. These in-depth
telephone interviews determine precisely which attorneys top the charts in client service
excellence.
Inclusion in this exclusive report is driven solely by direct feedback from corporate counsel.
Law firms and their attorneys have no influence on these rankings.
This comprehensive analysis trends data from more than 3,700 corporate counsel client
interviews conducted over the span of 13 years. This year, BTI interviewed nearly 300 corporate
counsel from large and Fortune 1000 companies to probe at all aspects of client relationships.
Our interviews were conducted between March 11 and July 22, 2013. The interviews represent:
yy Global 500, Fortune 1000 and
top-spending organizations
–– Average revenue of $16.4 billion
–– Median revenue of $4.1 billion
yy More than 15 industries, including:
–– Banking
–– Chemicals
–– Consumer Goods
–– Energy
–– Financial Services
–– High Tech
–– Insurance
–– Investment Banks
–– Manufacturing
–– Pharmaceuticals
–– Professional Services
–– Retail Trade
–– Telecommunications
–– Transportation
–– Wholesale Trade


yy Top legal executives
–– 46.8% of interviews with General
Counsel and Chief Legal Officers
–– 44.3% of interviews with direct
reports to General Counsel

PAGE 47

Key Services to Help Our Clients
Client Research
BTI’s client-specific custom research is proven to drive substantial growth with existing clients and
improve client retention while increasing hourly rates.
Clients use BTI’s fact-based approach and powerful road maps to drive change, create urgency,
substantially boost performance and generate enthusiasm for client service.
More than 70 of the 100 largest law firms use BTI’s services and research to:
yy Implement robust client feedback programs
yy Assess brand awareness and market positioning
yy Target market opportunities
yy Establish best practices and benchmarks to drive performance
We speak to your clients—the ones who know you best—giving you an unparalleled ability
to pinpoint firm strengths and weaknesses and spot missed opportunities.
BTI is the leading provider of strategic research to the legal community—performing more market
research about law firms than virtually anyone. Our in-depth research on the legal services market
gives you exclusive access to client spending patterns, market trends, law firm management
strategies and much more.
BTI has helped more than 200 law firms and professional services firms boost client service
through compelling research and advice. We conduct the only continuous benchmarking study
of client expectations and needs in the legal services industry, now in its 13th year.


PAGE 48

Key Services to Help Our Clients
BTI performs a broad range of services for its clients, including:
Client Feedback Research
yy High-impact Custom Client Feedback
yy In-depth Telephone Interviews
yy Deep-dive In-person Interviews
yy Far-reaching Online Surveys
yy Market Awareness and Brand Health
yy Client Development Research
yy Client Satisfaction Surveys
yy Best Practices for Superior Client Service
yy Private Briefings on Market Trends
Consulting
yy Design and develop high-impact client service initiatives
yy Craft innovative yet proven tactics to generate substantial
new business with the best clients
yy Orchestrate client-centric strategic plans
yy BTI Client Focus Boot Camp designed for partners
yy Garnering premium rates by articulating superior value

Client Insight Briefings
BTI also offers private briefings both in person and via the web. Chock full of client-based insights,
perspectives and facts, BTI briefings draw from our research, experience and other resources to
provide provocative, constructive intelligence to help you boost client satisfaction, increase client
retention and improve your performance. We can tailor our briefing to include specific feedback
on your firm.
Please call Michael B. Rynowecer at +1 508 651 5048 to learn more about BTI’s custom research
and services, or to schedule your firm’s Client Insight Briefing.


PAGE 49

Additional Insights from BTI Publications
BTI Client Service A-Team 2014: Survey of Law Firm Client Service Performance

17 activities drive superior client relationships. 4 matter most. Discover how clients rate more
than 330 law firms—by name—in these key activities, including Client Focus, Commitment
to Help, Legal Skills and Provides Value for the Dollar. Learn which firms rank best,
The BTI Client Service 30.
www.bticlientserviceateam.com
BTI Premium Practices Forecast 2014: Survey of Corporate Legal Spending

Discover what’s in store for the 2014 legal market: which practices are on the rise, which
industries are planning for more new matters and exactly what clients are looking for from
the law firms they choose to represent them. Based on 300 one-on-one interviews with large
corporate clients, founded in over 13 years of key trends and replete with over 32 practicespecific recommendations for driving business.
www.btipremiumpractices.com
BTI Litigation Outlook 2014: Changes, Trends and Opportunities for Law Firms

Delve into the world of Litigation with a comprehensive, high-impact analysis of client spending,
buying habits and opinions on over 240 law firms—by name. The only fact-based tool based
exclusively on 300 one-on-one interviews with corporate counsel. Proven to boost ROI on
business development efforts. Get your copy of the BTI Litigation Outlook 2014 today.
www.btilitigationoutlook.com
BTI Brand Elite 2013: Client Perceptions of the Best-Branded Law Firms

More than 3,400 in-depth interviews with corporate counsel reveal 9 distinct dimensions of
law firm brand drive client selection and hiring—and are proven to generate new business and
higher profits. The BTI Brand Elite delineates exactly how clients perceive nearly 400 law firms
and which 18 enjoy the best brand image in the eyes of clients.
www.btibrandelite.com

You can order these and other compelling BTI research or publications at www.bticonsulting.com.


PAGE 50

Terms of Use
This copy of BTI Client Service All-Stars 2014 is licensed to you for private, noncommercial use for
internal, company purposes. No portion of this information may be copied or transmitted in any
form, shape or manner without the prior written consent of The BTI Consulting Group, Inc., of
Wellesley, MA. Any violation of this license may be punishable by applicable federal statutes
and subject the user to additional and compensatory licensing fees.
Copyright ©The BTI Consulting Group, Inc., 2014.
Address any questions to:
The BTI Consulting Group, Inc.
396 Washington Street, Suite 314
Wellesley, MA 02481
+1 617 439 0333


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BTI Client Service All-Stars 2014

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BTI Client Service All-Stars 2014