The Consumer Has Changed. Has Your Practice? Insight from the CEO of Lawyer.com, Colleen Joyce on the Practice Playbook Podcast #563

Every assumption you have made about how clients find, evaluate, and hire legal professionals is being rewritten in real time. How they search has changed. How they evaluate trust has changed. How quickly they expect a response has changed. And if the practice you have built is still operating on assumptions from five or ten years ago, this episode is your wake-up call.

Susan Guthrie sits down with Colleen Joyce, CEO of Lawyer.com, one of the leading platforms connecting consumers with legal professionals. Colleen brings something many in the legal and dispute resolution space simply do not have enough of: a true consumer lens. Coming from the media and startup world, she has developed sharp insights into branding, growth, intake, technology, and the rapidly evolving expectations that professionals need to understand to remain competitive.

This conversation covers visibility, brand authority, AI-driven client expectations, the intake process, and what the future of practice growth actually looks like from the perspective of someone who talks to thousands of consumers and sits squarely between the professional and the client.

What You'll Learn

• Why the client has changed and what that means for practices still built on assumptions from five or ten years ago
• How brand authority works in an AI-driven search landscape and why social media presence alone is not enough
• Why your intake process may be costing you more business than any marketing gap ever could
• How AI is shifting client expectations and why the real question is whether you are adapting with it
• Why thought leadership and community are the most powerful visibility tools available right now

Free Episode Companion Resource

Download the Free Client Journey Quick Audit here! Susan created a companion resource for this episode to help you move from insight into action. The Client Journey Quick Audit is a practical tool designed to help you evaluate your practice through your client's eyes, identify friction points, and spot missed opportunities before they cost you more business. 

Download the resource here: https://susaneguthrie.com/podcasts#free-resource

Meet Our Guest

Colleen Joyce is the CEO of Lawyer.com, one of the leading platforms helping consumers connect with legal professionals, and she brings something many in our industry simply do not have enough of:

 

A true consumer lens. Colleen’s background is anything but traditional. She came into legal from the media and startup world, and that outsider perspective has given her remarkable insight into branding, growth, consumer behavior, intake, technology, and the rapidly changing expectations professionals need to understand if they want to remain competitive.

 

Website: http://Lawyer.com
LinkedIn: https://www.linkedin.com/in/colleenjoyce
Instagram: https://www.instagram.com/colleenjoyce1

Join The Practice Accelerator 

The Practice Accelerator is now open for monthly membership pre-registration. Designed for professionals who want more than just ideas, the Accelerator delivers structure, strategy, accountability, and a community of forward-thinking professionals who are serious about building sustainable, successful practices.

Visit https://susaneguthrie.com/accelerator to join now.

Upcoming Live Webinars with Susan Guthrie

AI That Actually Works | May 28th A practical, real-world session on how lawyers, mediators, and dispute resolution professionals can ethically and effectively use AI tools in their practices right now. No hype, just strategies you can put to work immediately.

The New Legal Frontier: AI-Driven Disputes and How You Can Lead Them | June 9th A forward-focused look at how AI is reshaping disputes, client expectations, and professional opportunities, and how you can position yourself as a leader in a rapidly changing environment.

Attend individually or bundle both and save $95. Practice Playbook listeners save an additional 20% with code Susan20 at checkout. Register at https://susaneguthrie.com/webinars.

Meet Our Creator and Host: Susan Guthrie

Susan E. Guthrie is one of the most respected voices in mediation and conflict resolution today. A nationally recognized family law attorney and mediator for 35 years, she is now a top professional coach and consultant helping dispute resolution and legal professionals build thriving, modern practices.

Susan recently appeared on The Oprah Podcast, expanding her reach to an even broader audience and highlighting her role as a trusted expert in divorce, communication, and modern conflict resolution. She is also the creator and host of The Divorce & Beyond Podcast, ranked in the top 1% worldwide, with millions of listeners and a global following.

As Immediate Past Chair of the American Bar Association Section of Dispute Resolution, Susan continues to shape the future of the profession while training and mentoring practitioners around the world.

Connect with Susan E. Guthrie

Website: https://susaneguthrie.com
Books: https://susaneguthrie.com/books
LinkedIn: www.linkedin.com/in/susaneguthrie
Instagram: @susaneguthrie and @practiceplaybookpodcast 

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