Passle CMO Series Podcast

Episode 114 - Maggie Watkins on Leveraging Client Feedback: Lessons From Outside The Legal Industry

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Client feedback is a cornerstone of improving legal services and fostering growth. In this episode of the CMO Series Podcast, we delve into how law firms can adopt these best practices. 


Alistair Bone is joined by Maggie Watkins, Founder of Maggie T. Watkins Consulting, and expert in crafting and implementing effective Client Feedback programs. Together, they unpack the critical role of client feedback in strengthening relationships and enhancing the overall success of law firms. 

Maggie shares invaluable insights on adapting practices from outside the legal sphere to optimize the client experience and drive business development opportunities for law firms. 

Maggie and Ali explore:

  • The moment in Maggie’s career she realised the importance of client feedback
  • What firms can learn from outside of the legal industry when developing client feedback programs
  • How to introduce Client Feedback programs to firms and explain their value
  • The key steps to launching a Client Feedback program
  • The main challenges to getting Client Feedback programs off the ground
  • How to analyse and leverage feedback to shape marketing and BD activities
  • Advice for others looking to implement a successful Client Feedback program
    • ...more
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