How Client Service Impacts Almost Everything

How Client Service Impacts Almost Everything

By Felicity Aston, Steve Boutwell, Liz Lockett
October 29, 2021 | 17-minute episode
Client Services Internal Client Communications and Feedback External Client Communications and Feedback Project Management Content Type Podcast Additional Options Content Level: Essential
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Episode: 84

Series: Strategies LIVE! 

Episode Description:
If legal marketers and lawyers fail at client service, it can be difficult to overcome a client’s perception of a firm — even if it has produced award-winning advertising campaigns, has positive media coverage and a polished external communications plan. In this episode of the LMA Strategies LIVE! podcast, Felicity Aston (Field Law), Steve Boutwell (Kean Miller LLP) and Liz Lockett (Ice Miller LLP) discuss how to measure how well firms are providing client service and ways to capture and share these metrics firmwide.

Felicity Aston, Director, Business Development and Marketing, Field Law 
Steve Boutwell, Chief Operating Officer, Kean Miller LLP (moderator)
Liz Lockett, Chief Business Development and Marketing Officer, Ice Miller LLP

Relevant Links:
Over the years, providing legal services has become increasingly competitive and clients now have more buying power, allowing them to pick and choose who they want representing them. Read how you and your firm can deliver client service that keeps your clientele coming back in “5 Tips to Deliver Exceptional Client Service.”

Series Description:
The LMA Strategies LIVE! podcast series examines subject matters and issues affecting legal marketers and the work that we do. This podcast series expands on Strategies & Voices content and elevates expert insights advancing legal marketing.

LMA Podcast · How Client Service Impacts Almost Everything

Felicity Aston
Field Law

Felicity Aston leads the business development and marketing function at Field Law, helping the firm grow its brand, attract new clients and offer incredible client experiences. Before joining the firm, Aston worked at a marketing agency in a client management role. Born and raised in the United Kingdom, Aston held business development roles at Ernst & Young and Grant Thornton LLP working in account management and pursuits before moving to Canada.

Steve Boutwell
Kean Miller LLP

Steve Boutwell, a former CMO turned COO at Kean Miller, is responsible for a range of strategic functions, including providing counsel to management, leadership and attorneys. His role touches talent acquisition, technology, training, business development, pricing, process improvement, practice groups, competitive intelligence, logistics, diversity and community relations. Boutwell has served in BD roles at Dallas-based Hughes & Luce (now KL Gates) and Bradley LLP. He has also held sales, management and publishing roles for Texas Lawyer (a division of ALM) in Dallas, Austin and Houston.

Liz Lockett
Ice Miller LLP

Liz Lockett has more than 20 years of experience at law firms across the globe and is well versed in the development and implementation of strategic plans, effectively managing budgets, facilitating cross-selling among practice groups, and increasing productivity and ROI. She has established numerous client team and feedback programs with an emphasis on ensuring exceptional client service as well as retaining and growing business from current clients and prospects.