The must-listen podcast for professional services marketers, where we engage thought leaders from various realms of Professional Services Business Development and Marketing. Together, we delve into strategies for firms to foster authenticity, enhance effectiveness, and take advantage of the opportunities for growth available today.
Episodes
Tuesday Oct 04, 2022
Tuesday Oct 04, 2022
Client feedback programs are nothing new to law firms. But there are a number of other ways that the CMO and marketing teams can contribute to enhancing the client service experience.
In this week’s episode of the CMO Series, Will Eke is delighted to welcome Bob Robertson, Chief Marketing Officer at Jackson Lewis to share his unique perspective on the dimensions of client service, and the role of marketing in truly serving the firm’s clients.
Will and Bob explore:
- Bob’s career and how he came to his current role at Jackson Lewis
- The point in his career he identified the opportunity for marketers to get more involved in client service
- The value marketing professionals, as opposed to dedicated client management teams, bring to the table when it comes to client service
- The factors that determine what types of service clients need and how do you identify when they need to come into play
- How, and if, the approach to client service changes when it comes to serving the larger, key accounts
- How the approach to client service can scale in the future to meet the evolving needs of clients across the board
- Advice for CMOs and marketers looking to improve their firm’s client service or implement a new client-focused program
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