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.

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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.”

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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?

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Recent Posts

Holiday e-card? Hit delete.

By Burkey Belser

Posted on 12/22/09 at 3:07 pm

Bah, humbug! Have I become the old Scrooge I feared so much as a child? For the first time this year, holiday e-cards in my inbox far outnumbered printed cards in my mailbox. Of course, everyone claims they’re just being “green,” but there’s a nagging little voice in my ear that says, “Maybe everyone is just being cheap.” But who would mind if the e-cards were really wonderful and creative or brought a smile to your face?

“So, Mr. Grinch,” you ask, “what makes a good e-card?”
I wish I could tell you. I’ll know it when I see it. The two we actually liked were honest and authentic and weren’t selling anything except good cheer.

“Got it. Now, what should I avoid next year in my e-card?”
My first answer is the e-card itself. I want to be touched, not pinged. Now that I’ve gotten so many of them, I have to admit that e-cards feel remote and cold. Kind of like winter. Nary a one warmed me up. In fact, most of them made me cranky and annoyed for having been snookered into opening them.

But if you must send an e-card, do this. Avoid Jesus, Merry Christmas, exploiting the kiddie factor, winter scenes, red and green, darling children’s drawings, patriotic stuff, snow in almost all of its forms (singular and aggregate). Also, steer clear of mindless platitudes, either solo or in bunches. Finally, avoid making a hysterically hip hip-hop video to reveal your firm’s true culture or to troll for a laugh.

You can take this list and add the following for your printed cards: No flocking, gold and silver foil leaves or ornaments. And, please, no business cards inserted or printed signatures. Now hand me my beer and my gun.

“Yes, sir.”

By the way, our most recent survey, Finding and Working with Professionals on the Web, reveals that I’m not alone—only 28% of professionals want to receive holiday greetings electronically.

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Hackneyed Holidays

By Joe Walsh

Posted on 12/10/07 at 4:58 pm

May the calendar keep bringing
Happy holidays to you

Come to Holiday Inn
If you’re burdened down with trouble
If your nerves are wearing thin
Park your load down the road
And come to Holiday Inn

— Bing Crosby: “Happy Holidays”

As the holiday season approaches, so does the often cheerless task—ironically—of producing and mailing the firm’s holiday card. If you’ve received this assignment, you could be forgiven for taking an axe to Bing Crosby’s perennial noel… but a closer look at the lyrics above suggests that Bing may have shared your pain. (By the way, these are the real lyrics; we looked them up.) We know these thoughts are too late for this year, but seasoned veterans know that it’s never too early to start planning for the next.

For years, we’ve heard horror stories surrounding the production of what is supposed to be the year’s warmest sentiment. So we thought we would share some of what we’ve learned, advice that might turn this annual chore into the celebration of gratitude and affection from your organization to your friends and clients as it was originally intended. Then you, too, may be singing:

If the traffic noise affects you
Like a squeaky violin
Kick your cares down the stairs
And come to
[insert your organization here]

What works in holiday promotions?

Every year, we collect all the cards and gifts that come into our office and spend a firmwide lunch discussing them. We vote on the best and shamelessly belittle the worst. We are merciless even though we know very well that the worst card we get has best wishes for us in mind. Are we particularly cruel? The jury’s out on that one, but here’s what we know: the impression your card or gift makes is the difference between a wasted effort and a memorable one.

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