I just got back from the Legal Marketing Association conference in San Francisco. I'd been persuaded to attend by a number of people who assured me that the legal profession was ahead of accounting firms in this area, and I hoped to bring back valuable information to share with any firms who might be struggling in this aspect of the business.

As part of the three-day event, the organizers hired a number of motivational speakers. One in particular stood out. Dennis Snow, a former Disney executive, who travels the world speaking out about world-class customer service and how it’s the driver of exceptional enterprises.

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