Loyalty among corporate clients is waning; while 53.7 percent in 2005 reported firing one of their primary firms in the last eight months, that number increased to 61.1 percent in 2006. Most clients use two “primary” firms, about 15 “secondary” firms, and 45 other firms who handle limited matters. It is those secondary, generally mid-sized, firms that are in the best position to take advantage of clients’ willingness to switch firms. Nonprimary firms are usually more willing to be flexible, creative, and responsive in meeting their client’s needs. These firms are then perceived as more client-focused and committed to attaining client satisfaction. As a result, corporate clients are relying on primary firms less and less, and instead seeking out firms that will truely put service as a priority.
Source: www.law.com