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Issue 22
Marketing Hope Is Alive and Well:
Top Firm Marketers Reveal Their Plans for the Year Ahead
By Burkey Belser and Sue Allison
We surveyed AmLaw 200 marketers and found that there is a planned uptick in some marketing activities on the horizon for the coming months, including some surprises. Read the full article as it first appeared in the ABA's Law Practice magazine.
Issue 21
Your Client Feedback Program May Not Lead to Satisfied Clients
By Sue Allison
I was recently talking with a colleague about how a majority of management event attendees say their law firms are doing client feedback in a systematic way; but when we ask clients if their law firms request feedback on service and performance, the answer is almost always “rarely” or “never.”
Issue 20
In Client Interviews, How Questions Are Asked Really Matters
By Greg Newman
In our recent "Marketing Hope" survey of plans for 2009 and 2010, 64% of Am Law 200 marketers indicated they will be investing in client loyalty interviews. That's a smart move in any economy. But how do you extract the most value from those interviews?
Recent Posts
Nixon Peabody Finalist in LMA “Your Honor Awards”
By Sue Allison
Posted on 03/08/10 at 12:06 pm
Last year Nixon Peabody was a finalist in the LMA “Your Honor Awards” (YHAs) for their Image and Awareness Survey that provided tremendous strategic guidance for the firm’s marketing and business development efforts. This year Nixon Peabody submitted its Client Loyalty Program, which has provided demonstrable ROI in support of the firm’s tactical client value efforts—it, too, has been selected as a finalist.
“Our lead attorney said…the client told her “at least three times he was thrilled to have participated and have had the opportunity to provide feedback.” - Nixon Peabody
“I sincerely appreciate that Nixon makes this effort and does it through a professional. I think it’s very important, and I applaud them for doing it.” - Nixon Peabody client
“I view this interview as a very valuable sign that they want the work and I greatly appreciate that.” - Nixon Peabody client
Clearly Nixon Peabody’s research efforts, led by Mark T. Greene, Ph.D., the firm’s CMO, are providing significant value for the firm and its clients.
Stay tuned…
Nixon Peabody will receive the firm’s YHA award this week at the LMA’s annual conference in Denver. Congratulations to Mark Greene, Melissa Croteau and the entire Nixon Peabody marketing team!
Tags: Client Loyalty, Legal Industry, Research
First Webinar (Part 1 of 3): Posted on YouTube!
By Burkey Belser and Sue Allison
Posted on 02/22/10 at 11:42 am
Our latest webinar, “Finding and Choosing Professionals on the Web,” is now available in segments on YouTube.
Gather the facts behind executive-level usage of the Internet as a tool to find information and inform choices about professional services providers. This seminar presents Greenfield/Belser’s and The Brand Research Company’s recently completed findings drawn from an online survey of executive-level buyers of accounting, consulting and legal services across the U.S. It covers how, where and what they search for online as they consider firms like yours.
Burkey Belser and Sue Stock Allison shared these primary research results and insights about how to adapt your website and digital strategies to align with buyer habits.
Join us this Wednesday at 2 p.m. EST for the next webinar in our three part series, “Designing the Interactive Experience.” Reserve your webinar seat at: https://www2.gotomeeting.com/register/927177267
Tags: Online Communications, Professional Services, Research
Next Webinar (Part 1 of 3): Rescheduled!
By Burkey Belser and Sue Allison
Posted on 02/08/10 at 12:55 pm
Join us for our next FREE Webinar, rescheduled due to inclement weather in the Washington area:
Finding and Choosing Professionals on the Web
(Professional services buyers speak again)
Wednesday, February 17; 2:00–3:00 PM EST
Gather the facts behind executive-level usage of the Internet as a tool to find information and inform choices about professional services providers. This seminar presents Greenfield/Belser’s and The Brand Research Company’s recently completed findings drawn from an online survey of executive-level buyers of accounting, consulting and legal services across the U.S. It covers how, where and what they search for online as they consider firms like yours.
Join Burkey Belser and Sue Stock Allison on February 17th at 2 PM as they share these primary research results and insights about how to adapt your Web site and digital strategies to align with buyer habits. All delivered in a 60-minute Webinar on your own desktop.
You will learn that executive-level buyers are online in droves and…
- Why search engines are critical and which keywords they target
- How online behavior has changed offline habits in the past five years
- Which Internet sources are considered the most important in their searches
- Why the quality of your Web site is critical
- The path buyers take when they reach your site
- How they are using social media, blogs, video and your e-communications
- And more critical information about your buyers online.
Register Now! Reserve your Webinar seat at: https://www2.gotomeeting.com/register/586345346
Tags: Online Communications, Professional Services, Research
Next Webinar (Part 1 of 3): Finding and Choosing Professionals on the Web
By Burkey Belser and Sue Allison
Posted on 01/25/10 at 6:22 pm
Join us for our next Webinar:
Finding and Choosing Professionals on the Web
(Professional services buyers speak again)
Wednesday, February 17; 2:00–3:00 PM EST
Gather the facts behind executive-level usage of the Internet as a tool to find information and inform choices about professional services providers. This seminar presents Greenfield/Belser’s and The Brand Research Company’s recently completed findings drawn from an online survey of executive-level buyers of accounting, consulting and legal services across the U.S. It covers how, where and what they search for online as they consider firms like yours.
Join Burkey Belser and Sue Stock Allison on February 17th at 2 PM as they share these primary research results and insights about how to adapt your Web site and digital strategies to align with buyer habits. All delivered in a 60-minute Webinar on your own desktop.
You will learn that executive-level buyers are online in droves and…
- Why search engines are critical and which keywords they target
- How online behavior has changed offline habits in the past five years
- Which Internet sources are considered the most important in their searches
- Why the quality of your Web site is critical
- The path buyers take when they reach your site
- How they are using social media, blogs, video and your e-communications
- And more critical information about your buyers online.
Register Now! Reserve your Webinar seat at: https://www2.gotomeeting.com/register/586345346
Tags: Online Communications, Professional Services, Research
Marketing Hope Is Alive and Well:
Top Firm Marketers Reveal Their Plans for the Year Ahead
By Burkey Belser and Sue Allison
Posted on 10/14/09 at 3:32 pm
We surveyed AmLaw 200 marketers and found that there is a planned uptick in some marketing activities on the horizon for the coming months, including some surprises. Read the full article below as it first appeared in the ABA’s Law Practice magazine. View full article
Tags: Branding, Client Loyalty, Innovation, Marketing
Your Client Feedback Program May Not Lead to Satisfied Clients
By Sue Allison
Posted on 09/10/09 at 11:38 am
I was recently talking with a colleague about how a majority of management event attendees say their law firms are doing client feedback in a systematic way; but when we ask clients if their law firms request feedback on service and performance, the answer is almost always “rarely” or “never.”
Clearly law firm management’s approach to client feedback is not resonating with their clients.
So where’s the disconnect?
Many attorneys and firm leaders believe they are doing client feedback when they meet with clients to thank them at the end of a matter or deal, or conduct social or leadership visits, or conduct market research. Meanwhile clients view those activities more accurately as business development calls, thank you visits or non-specific research.
Lawyers need to look at client feedback from the client’s perspective.
Tags: Client Loyalty, Research
