Why CX is more than a buzzword for this conveyancing firm


CX – or client experience – is undeniably hot right now.

The phrase and its omnipresent acronym frequently appear in social media and industry marketing material with many deriding it as a buzzword. But for Victorian conveyancing firm Genuine Conveyancing, the practical focus and what it means to do CX well has been important for much longer.

“I think client experience has always been the main focus for businesses, certainly in my experience anyway,” said Cyndal Reumer, Director of Genuine Conveyancing and a licensed conveyancer in the business.

“Client experience should always be the focus and when brainstorming, planning, creating strategies, everything should point back to the main focus of client experience. Without a successful client experience, a business will not succeed.”

This focus on CX has clearly helped Ms Reumer’s business succeed. Her firm was recently named Best Conveyancing Firm (less than $30m revenue) in the 2022 Client Choice Awards.

These annual awards are unique in that they are decided not by industry officials or judging panels but by the adjudicators who arguably have the greatest insights to client experience: clients themselves. Winning a Client Choice Award therefore requires consistent and dedicated focus to creating the best possible CX, which will be reflected in the judging.

“Clients have been very happy for our recognition of the high level of service we provide and have shared our excitement,” said Ms Reumer.

“It gives them confidence and assurance that they have selected a firm who will provide a high level of service with integrity.”

More than 250 firms from Australia and New Zealand entered the Client Choice Awards in 2022, with awards handed out in four categories of accounting and consulting services, built and natural environment consulting, law and related services, and specialist IP and related services. More than 15,000 pieces of individual client feedback were submitted to judging.

Ms Reumer said she was honoured that her firm had emerged as a winner among the high level of competition.

“I think the other finalists are well established and reputable firms and it is an honour to be nominated alongside them,” she said.

Genuine Conveyancing was named the Best Conveyancing Firm (<$30m revenue) in the 2022 Client Choice Awards. This award is presented in partnership with LEAP Legal Software.

Firmchecker is the Research Partner for this category.

The Client Choice Awards rewards firms for excellent client service, technical expertise, innovation and client experience. It is the only multi-profession and fully client-judged awards anywhere in the world. The Principal Partner of the Awards is NAB.

Enter your firm for the 2023 Awards here.

This post originally appeared on the Client Choice Awards website.