Global client research for top 10 law firm
Due to the success of a UK client research programme, we were asked to conduct a similar exercise in 2005 with the firm's most significant overseas clients in Japan and the U.S. The importance of taking into account the significant cultural differences between the two markets was critical.
We carried out the Japanese research in Tokyo, using a fluent Japanese speaker to conduct in-depth one-to-one interviews. For the U.S. research, we conducted the interviews over the telephone.
Again, the exercise has proved to be a great success, and we have been working with the firm to maximise the value of the findings and enhance their strategy for global client care.