Episode 196 - Vanessa Crocetto of Butzel on How Client Experience Fuels Growth

Client experience is fast becoming a key driver of long-term growth for law firms that want to deliver real value, build lasting client relationships and stand out in the market.

On today’s new episode of the CMO Series Podcast, Charles Cousins joins Vanessa Crocetto, who recently became Butzel’s first Chief Experience Officer, after more than a decade leading the marketing and business development department. Vanessa now focuses on how clients experience the firm day to day, reflecting the firm’s commitment to driving exceptional client service and sustainable growth as a mid-sized firm.

Vanessa and Charles discuss where client experience meets marketing and BD, how culture shows up in those moments, and the work she is doing to turn client insight into action.

She also dives into:

• How her career journey has shaped her client approach
• What a client-centered culture looks like in practice
• Transitioning from a CMO to a CXO 
• Current client experience initiatives at Butzel
• Practical advice for others moving into client experience leadership