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Customer Service the Winner in a Tough Economy
As the economic downturn of the past two years starts to show some signs of lessening, businesses across the board still are struggling to regain their financial footing. But there are companies out there who have not only expanded their market share, but are actually hiring and growing exponentially. Lawline.com is one such business.
Lawline.com attributes its success to the recognition of the growing customer revolution and the greater role it plays in the success of a business or corporation. In response to this, a superior quality customer service platform was placed at the center of its strategy. A training program with an entire backend system was developed that focuses entirely on the customer. This initiative increased the retention rate by 300% and turned it into a multi-million dollar company.
Lawline.com looked at other online companies like Zappos and Amazon.com to model their customer service strategy. “Customer service has to be more than just a pat on the back, or an expression of gratitude. In order to keep your customers you have to go the extra mile and provide "WOW" service,” said David Schnurman, President of Lawline.com.
Lawline.com became the first national provider of online Continuing Legal Education to be nominated for Best Practices in Customer Service by the New York Enterprise Report. The winner will be announced in late September.
This newfound success can be directly attributed to David Schnurman, who took over the company in late 2006. Taking advantage of his background in sales and marketing, he gave the company a complete facelift and moved it in another direction. He made the online education site the pre-eminent "go to" spot moving it ahead of its competition.
At just 32 years old, David’s success has not gone unnoticed. He is a charismatic speaker and has been featured in Crain’s New York, The Legal Times, Law.com, New York Post Page Six Magazine, NY Enterprise Report, WOR Radio and ZD Net. In addition, he is a frequent lecturer on the importance of marketing, networking and building a brand.
About the Company: Lawline.com is an online provider of Continuing Legal Education in 35 states.
Media Contact:
Judy Stein or Christie LaBarca
(212)514-8035
Judy@Lawline.com
www.Lawline.com
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This is the way to do CLE. I plan to do 6 remaining CLEs in the next few days. Thank you Lawline.com. I have told several friends about your site already.