The Modern Law Awards took place last night and BLM is delighted to have picked up the award for Client Care Initiative of the Year.
The award recognised the firm which exceeds expectation of client care and professionalism. Judges also looked for the ability to demonstrate that the standard of the firm’s services has helped to increase profitability and business levels through client word of mouth, as well as being able to demonstrate an innovative approach in improving and maintaining all aspects of client care from initial client contact to completion of issues.
Last year, BLM collaborated with Gulland Padfield to review, strengthen and refresh the firm’s relationship strategy with its customers. Over six months, BLM and GP undertook intensive internal engagement with the senior management at BLM and in-depth research with heads of claims, general counsel and other stakeholders at insurance and risk groups. The result was a step-shift improvement in BLM’s retention, a reinvigoration of its customer strategy and culture and a clarification of its market positioning with customers.
Further information on the firm’s Customer Insight Programme can be seen here.