Episode 64 - Bob Robertson of Jackson Lewis on the dimensions of client service and the role of marketing

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