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

Video Killed the Radio Star (The Sequel): Using Video on Your Web Site

By Joe Walsh

Posted on 02/18/09 at 11:46 am

If video killed the radio star, online video will eventually beat down the slumbering mix of text and photos on most modern Web sites. Thank goodness.

The evidence is everywhere.

  • Overall, growth in online video is robust, increasing 45 percent in 2008 from the year prior to 13.5 billion total monthly views. Thanks, YouTube!
  • B2B and B2C marketers in the U.S. will take a closer look at online video in 2009, according to a survey conducted in December 2008 by PermissionTV. Most place it first on their digital marketing to-do list, topping social networking, podcasting and the like.
  • More than two-thirds of respondents said they would focus their budgets on online video this year.
  • More than one-half of respondents are also expected to be implementing or extending an online video project in Q2 2009. Less than one-third said they were doing so currently.
  • Roughly one in four top 100 law and top 50 accounting/consulting firms use video on the Web today (mostly on career sections of firm Web sites or recruiting specific sub-sites).

Speaking of recruiting, it’s important to note that videos are not only for the young and young of heart. While Generation Y (ages 18–32) has the highest percentage of people using the Web for watching and downloading videos, Pew Research reports that nearly the same percentage of Generation Xers (ages 33–44) and almost half of Young Boomers (ages 45–54) watch online video.

So more online video is inevitable. Getting yours watched and remembered is not.

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Marketing 2009: A Game Plan for the Recession

By Joe Walsh

Posted on 11/28/08 at 9:00 am

year has passed since we last broached this subject and the situation hasn’t gotten a bit better. In fact, it’s much worse. Windows on the taller buildings on Wall Street are being nailed shut, and coal is beginning to look like a sensible and thoughtful holiday gift. So what do we do now? More of the same? In a way. Only more so.

In the words of Peter Drucker, the father of modern management, “…the business enterprise has two—and only two—basic functions: marketing and innovation. Marketing and innovation produce results; all the rest are ‘costs.’”

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Branding the Work Experience

By Joe Walsh

Posted on 09/30/08 at 9:30 am

An employer brand is one of the strongest tools available for attracting and retaining talent. And in the professional services business where your product is your people, your brand is reputation and where reputation is really all about behavior, your employer and consumer brands are inextricably linked (more on that below). So the question isn’t whether you need to articulate and express your employer brand. It’s how.

The place to start is with the right definition of an employer brand.

In an Economist survey of senior management and heads of departments, 60 percent defined it as an “expression of a company’s distinctive employee experience,” as opposed to the 7 percent who suggested that it has to do with the look and tone of recruitment ads and material, for instance. It’s apparent, then, that the majority of senior managers tend to get it. And that’s a good thing; they just may not be sure what to do about it. That’s where you can make a difference.

Speaking of definitions, employer branding clearly involves strong, consistent and compelling (read: hard to ignore) communications, which is critical in a world where we are on the receiving end of more than 3,000 messages—from ads to email— every day. But the process is more involved than having HR and a Cracker Jack agency combine to wow and engage the troops. Yes, communications about the employment experience need to break through the clutter. But a true employer brand is deeper than a campaign: it includes every aspect of how your people are handled—from the moment they make contact with you as recruits to how you handle their retirement party.

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A Marketing Meditation for Recession Jitters

By Burkey Belser

Posted on 11/26/07 at 5:00 pm

There’s not much that gives management of professional service firms greater pain than reports of a potential recession or a prolonged unstable economy. Poor economic conditions quite often lead to uncertainty within firms, and the costs of marketing efforts are always an easy target of scrutiny. One thing is certain: the U.S. economy is in a funk. Inflation is on the horizon; the housing market has banks in turmoil; oil prices are hitting record highs; and the stock market is experiencing more ups, downs and corrections than a mountain road under repair. All of these issues only increase the fear that a recession might be around the corner and that the growing profits at professional service firms might be in danger of slipping after a long period of steady growth. As firms start preparing operational budgets for the coming year, discussions of belt-tightening are being heard in the halls once again.

Marketing 101 tells us that in times like these, the best prescription for an organization’s stability and success is to, at a minimum, stay the course. An even better course is to be aggressive and capture market share from those competitors that hunker down until the economy rebounds. Intellectually, this makes sense. However, convincing emotional shareholders not to take the conservative route in an effort to protect their cash flow is a bit more challenging.

So, what’s the answer? Although there is no survival guide for marketing during an economic downturn, there are some good remedies to help lessen the severity of recession jitters.

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