Why Client Experience Matters More Than Winning Cases (Full Transcript)

[00:00:00] Speaker 1: Recent research out of BTI is that clients at the end of the day are more concerned about their experience with their counsel than the outcome, which is really interesting, right? It's not all about winning because there's some cases you're not going to win, but the outcome could be better than otherwise. It's sort of the journey that you're along. And so if we rethink, obviously, the goal is to be successful in those cases, but we can't win them all. Inevitably, the facts are stacked against us sometimes. But thinking in terms of, I want this to be the best experience. I want them to view me as a problem solver. I want to help my clients and help them develop and grow and their business to develop and grow. It makes all the difference in terms of that experience.