At Troutman Pepper, we strive to understand more than what our clients expect or appreciate. We understand what they value, and work hand in hand with clients to develop innovative and responsive solutions to today's challenges and tomorrow's opportunities.
The firm's Client Experience Department puts this promise into action. The team includes client service experts, former attorneys, and law firm leaders who focus solely on understanding our clients' needs and providing market-leading experiences and value.
The firm's comprehensive Client Listening Program is the starting point for any bespoke client offerings. Through this program, we gather client feedback in a number of ways, including large, firmwide electronic client feedback surveys; individual feedback interviews with clients; and pulse surveys on discrete issues, topics, and industry trends. Our Client Listening Program also encompasses outside counsel scorecards and annual reviews conducted by clients. We work with attorneys to understand and act on their clients' feedback, and we advise clients on launching their own feedback programs and scorecard processes.
Armed with insights gathered from our Client Listening Program, we develop client-specific solutions and tailored legal services through our Troutman Pepper Plus value program. These offerings are often supported by bespoke technology solutions, including custom client websites and mobile apps.
Our approach puts the voice of the client at the center of all we do. The result is unique value offerings and client experiences that are designed through a co-creation model, where the client is directly involved in the design, development, and launch of innovative solutions to meet their specific needs.
Our commitment to client service is an ongoing promise, and the firm's investment in client experience and innovation allows us to continue developing and refining our offerings based on clients' needs. The launch of any new client value offering or custom technology solution is just the beginning of an iterative process to ensure we provide the highest level of service to our clients.
Articles + Publications
06.16.23
Client Experience Corner
Press Coverage
12.06.22
Intrapreneurs With Impact
Press Coverage
11.30.22
Talking Trendspotter: It's the Entire Legal Industry's Responsibility to Recognize the Value of Business Pros
Firm News
11.18.22
Troutman Pepper's Chief Client Experience Officer Shortlisted for Financial Times' Most Innovative Intrapreneur Award
Firm News
11.10.22
Financial Times Selects Two Troutman Pepper Initiatives as Finalists for 2022 Innovative Lawyers Awards
Firm News
08.30.22
Troutman Pepper Launches Client Value Program, Troutman Pepper Plus