BESPOKE, LUXURY-LEVEL CLIENT EXPERIENCE STRATEGY
MODERN SPLIT MEDIA IS A BOUTIQUE CONSULTANCY PROVIDING EXCEPTIONAL FRACTIONAL CLIENT EXPERIENCE
We partner with a limited number of high-performing family law practices each year - particularly those handling complex and high-asset matters - to design, operationalize, and elevate client experience at the executive level.
We partner with family law firms that:
- Serve high-expectation, discerning clients
- Handle complex or high-asset divorce and custody matters
- Operate across multiple offices or teams (or are scaling toward it)
- Care deeply about reputation, referrals, and long-term client trust
Our work is best suited for firms that already deliver strong legal outcomes - and want their client experience to reflect the caliber of their legal work.
We assess, prioritize, and guide improvements to the client journey while respecting the realities of family law: court timelines, ethical boundaries, emotionally distressed clients, and demanding caseloads.
EXCEPTIONAL LEGAL WORK DESERVES AN EXCEPTIONAL CLIENT EXPERIENCE
Modern Split Media is the only boutique consultancy (that we know of) that provides fractional Client Experience leadership exclusively to family law firms.
We don’t offer templates, marketing tactics, or surface-level fixes. We work alongside firm leadership to assess, prioritize, and strengthen the entire client journey, from first contact through case closeout.
Our role is to bring clarity, structure, and consistency to one of the most complex environments in professional services: family law. Most family law firms are trained to deliver strong legal outcomes but client experience is often left to chance. In high-asset and emotionally charged cases, that gap becomes expensive.
Clients are overwhelmed. Communication breaks down. Expectations go unmanaged. And dissatisfaction doesn’t always show up as complaints, it shows up as lost referrals, strained staff, and reputational risk.
Elite firms don’t lose clients because of the law. They lose them because of the experience surrounding it.
FREQUENTLY ASKED QUESTIONS
As your fractional Client Experience Officer, we act as a strategic partner, not an external vendor.
Our work typically includes:
- Evaluating the end-to-end client journey
- Identifying breakdowns in communication, education, and expectations
- Designing experience systems that work within real court timelines
- Supporting leadership with prioritization and implementation
- Aligning staff, processes, and messaging for consistency
All with a deep understanding of the ethical, emotional, and operational realities of family law.
We intentionally work with no more than about two dozen family law firms per year.
This allows us to integrate at a leadership level, work closely with managing partners, and deliver client experience systems that are sustainable, scalable, and aligned with the firm’s reputation.
We also maintain geographic exclusivity.
To protect our clients’ competitive advantage, we partner with only one firm per defined market. This ensures our insights, strategy, and CX architecture are never diluted, shared, or repurposed for a direct competitor.
When we work with your firm, we are fully in your corner - strategically, commercially, and reputationally.
We work exclusively with elite family law firms handling complex, high-asset divorce cases to design a client experience that matches the caliber of their legal work.
Modern Split Media is NOT for:
- High-volume, low-cost divorce practices
- Firms still figuring out their internal processes
- Attorneys who see client experience as “hand-holding”
- Practices that want a quick marketing fix
- Practices without the capacity or desire to implement change
We work best with firms that recognize client experience as a strategic advantage, not an administrative burden.
Modern Split Media is not a volume consultancy, we are a bespoke advisory built for a small number of elite family law firms at a time.
The application process allows us to understand the sophistication, scale, and strategic goals of your firm before we begin. We only partner with firms where we can create meaningful, measurable impact, not just surface-level improvements.
It also ensures alignment. Our clients are firms that value client experience as a strategic growth lever, not a “nice-to-have.”
The application protects both sides: your time, your investment, and our ability to deliver work at the level we promise.
In short: we don’t accept everyone, because our clients deserve focus, discretion, and results.
Once your firm is accepted, we begin with a Client Experience Intelligence Brief - the most important step in the Modern Split process.
This is not a generic onboarding. It is a strategic diagnostic designed to give us a complete picture of how your firm truly operates beneath the surface.
The Intelligence Brief includes:
- A deep review of your client journey
- Communication, intake, and case progression flows
- Technology stack and internal workflows
- Client friction points, blind spots, and revenue leakage
- Competitive positioning within your market
You’ll also participate in 2–3 structured strategy conversations so we can capture both the quantitative and qualitative realities of your firm.
From this, we produce a bespoke Intelligence Report outlining:
- Where your firm is now
- What is limiting client satisfaction, referrals, and profitability
- Where the highest-leverage improvements exist
- What we recommend doing first, next, and why
Only after this phase do we design your custom CX Strategy & Implementation Roadmap.
No assumptions.
No generic playbooks.
Just precision.
Marketing agencies, CRMs, and software platforms all operate on top of your firm.
Modern Split operates inside it.
We do not sell ads, websites, funnels, or tools. We diagnose and redesign the system that determines whether any of those things actually work.
Most firms don’t have a lead problem, they have a conversion, retention, and experience problem.
Clients fall through the cracks, communication breaks down, timelines drag, referrals don’t happen, and staff burns out. No amount of software fixes that if the underlying operating model is flawed.
Modern Split Media focuses on:
- How clients are welcomed, informed, and guided
- How cases move through your firm
- How handoffs, updates, and expectations are handled
- How technology is actually used (not just purchased)
- How trust is built - or quietly lost
We then design a custom client experience and operating framework that makes every tool you already use more powerful.
Think of us as your firm’s Client Experience Architect - not another vendor, but the layer that makes every vendor finally perform.
Software gives you features.
Marketing gives you attention.
Modern Split Media gives you leverage.
We are often asked about ROI - and rightly so. However, we don’t position our work around guaranteed revenue numbers or lead volume, because that would oversimplify what we actually do.
Modern Split Media is not a marketing agency. We are a client-experience consultancy. Our role is to protect and increase the lifetime value of every client your firm already acquires.
Our work typically impacts ROI in three powerful ways:
1. Higher client retention and satisfaction.
When clients feel informed, supported, and emotionally steady, firms see fewer complaints, fewer escalations, and smoother case progression — which directly affects profitability.
2. More high-quality referrals.
Firms with intentional client-experience systems don’t rely on chance. Their clients become brand ambassadors, bringing in aligned, high-value referrals without additional marketing spend.
3. Stronger reputation and pricing power.
In high-net-worth and complex cases, reputation is everything. A consistent, elevated client experience allows firms to command premium fees and avoid the reputational damage that quietly erodes future revenue.
In short, our ROI is realized through reduced risk, stronger loyalty, and more predictable growth — not through vanity metrics.
We are sometimes asked why we don’t offer guarantees around revenue, leads, or specific financial outcomes. The answer is simple: firms like yours don’t need marketing promises - they need operational certainty.
Guarantees in professional services almost always rely on oversimplified metrics that ignore what actually drives growth in a high-end law firm: trust, reputation, consistency, and client experience. Those factors cannot be meaningfully reduced to a single number without distorting the work.
What we do guarantee is far more valuable:
• A deeply customized client experience architecture
• Leadership-level visibility into where clients feel friction or confusion
• Systems that replace guesswork with consistency
• A firm experience that supports premium pricing, referrals, and long-term loyalty
Our work is designed to create durable, compounding value — not short-term spikes. Firms that partner with Modern Split do so because they want to build something engineered, not something reactive.
That is the level at which we operate.
Modern Split Media is not a marketing agency, a software tool, or a content vendor. We are a strategic client-experience consultancy that works at the leadership level of select family law firms.
Agencies sell activity - ads, posts, funnels, and campaigns. Software sells tools. We design the environment in which every client, every case, and every interaction takes place.
Our pricing reflects three things:
1. We work at the firm-wide level.
We are not hired to “try something.” We integrate into how your firm onboards, communicates, manages expectations, handles emotionally charged moments, and protects its reputation. That level of work changes revenue, referrals, and risk — not just marketing output.
2. We work with a small number of firms by design.
We intentionally partner with a limited number of firms each year so we can work closely with leadership and deliver bespoke systems rather than templates. You are not buying hours — you are buying focus.
3. We protect and increase enterprise value.
In high-net-worth and complex family law, a single client experience can be worth hundreds of thousands of dollars in future business or cost just as much when it goes wrong. Our work exists to make sure those moments are engineered, not left to chance.
Firms that choose Modern Split Media are not looking for the least expensive solution. They are looking for the most intelligent one.
LET'S ELEVATE THE HIGH-TOUCH CLIENT EXPERIENCE YOUR FIRM IS ALREADY KNOWN FOR
Modern Split Media was created specifically for family law firms navigating emotionally charged, high-stakes cases where clarity, communication, and trust matter as much as legal expertise.
Our work is informed by decades of experience inside the family law ecosystem and a deep understanding of how clients experience divorce from the inside out.
This is not theoretical CX. The Modern Split Method™ is a proprietary client experience system designed exclusively for elite family law firms to stabilize clients in crisis, educate them clearly, communicate intentionally, and turn emotionionally difficult cases into well-managed, referable experiences.
It’s straightforward, structured, and strategic. Designed for the realities of your practice.
If you’re a high-performing family law firm ready to strengthen your client experience at the leadership level, we invite you to request a private consultation.
Straightforward. Structured. Strategic.
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