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Providing a positive client experience is essential to the success of your firm—but how do you know if you’re delivering a good client experience? How do you get inside the minds of your clients to know whether they’d recommend you to friends, family, and colleagues? Feedback, that’s how. In this episode of Matters, we’ll look at why collecting, analyzing, and acting on feedback is an essential practice for law firms. We’ll discuss some of the best, most practical ways for you to gather feedback from your clients, and how to make good use of it. We’ll also touch on why many attorneys shy away from feedback—and how even negative feedback can actually be a major positive. Joining us are Anu Sethee, the Senior Director of Attorney Services and Product Counsel for Legal Plans at LegalZoom, and Josh Valentine, a partner at the Caulder a Valentine Law Firm in North Carolina.