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Client Experience Strategy Drives Law Firm Growth

Customer Research Center explores impact of client experience on loyalty and referral rates with Bagia & Associaties, a leading Philadelphia immigration law firm.

Philadelphia, PA, December 05, 2008 --( Maintaining growth momentum during this global economic downturn requires companies to maintain extraordinarily high levels of client loyalty. A leading factor in client retention, add-on business, and high quality referrals is the client experience provided by law firms during their initial contact with potential clients. The research partnership between the CRC and Bagia & Associates will examine these impacts over the next three months to identify best practices for small firms focused on maintaining and enhancing revenue growth.

Bagia & Associates and the Customer Research Center (CRC) launched the study to determine the impact of the client experience on both retention and referral rates in immigration law practices. The goal of this research partnership is to identify the key drivers of extraordinary client experiences within both prospect and client populations to determine which enhancements to existing processes help companies build client loyalty.

Bagia & Associates, an immigration law firm based in Philadelphia, sees fundamental research as a way to maintain a competitive edge in a difficult economic environment. Jay Bagia, the founder of Bagia & Associates, sees a critical need for a deeper understanding of client expectations. “We have always provided extraordinary service to our clients based on our intuitive understanding of the difficult emotional circumstances and complex legal problems many immigrants experience. Now, we want to move that to the next level and develop an in-depth, quantitative understanding.”

”The first step in any process design effort, or marketing needs analysis, is to determine the underlying client expectations through a rigorous, statistically valid analysis,” observes Steven Grant, CRC Managing Partner. “Unless you know what clients expect, and design a standard process to drive success, all the other improvements can fall short of their full impact.”

The Customer Research Center, with offices in New York, Philadelphia, Stamford and New Jersey focuses on sales process optimization studies for the financial services industry. The partnership with Bagia & Associates represents their first foray into the legal industry and is expected to provide a rich source of benchmark data for future analyses.

For additional information on client experience strategies and sales process optimization please contact: Yvonne Brooks, Director, Public Relations, Customer Research Center or visit the CRC website at Contact Ms. Brooks by phone (917) 568-3688 or email:

Bagia and Associates, an immigration law firm with headquarters in Philadelphia, can be reached at (215) 922-5354 or email Their website address is:

Contact Information
Customer Research Center
Yvonne Brooks
917 568 3688
Director, Public Relations

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