Client Satisfaction Is Key - A Conversation with Catherine Zinn

8/31/2022; 56 minutes

Making sure your client is happy is the number one priority for any business leader. As the first-ever Chief Client Officer of Baker Botts, a global law firm, Catherine Zinn is laser-focused on servicing the client. Referring to the Net Promoter Score, Zinn says it's important to ask your client how likely they are the recommend your business to someone else on a scale from 1-10 (10 being certain). Anything less than a 9 or 10 means the relationship is in jeopardy your business has a vulnerability that needs to be explored. To be successful, you must be proactive and relentless in your focus on client satisfaction and in its growth in key markets. Zinn was recognized as a "Woman of Influence" by the "Silicon Valley Business Journal," as a "Woman of Achievement" by "Legal Momentum" and a "Top 100 Woman in Law" by "Women Who Lead" in 2021. Recorded on 05/17/2022. (#38307)

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