Leaving the EU will not affect the proposed changes in how data is protected and stored in the future. The ICO (Information Commissioner’s Office) has confirmed our view that the laws still need updating to make sure data is secure, regardless of the controversial vote to leave the EU. As we intend to continue trading across borders, so we need to be complicit and demonstrate good levels of ‘adequacy’ when it comes to data protection. It makes complete sense, therefore, that nothing changes and GDPR is here to stay. If you’re catching up, GDPR is the new version of Data Protection and comes into play in the next couple of years. It’s our job to make sure our clients, and followers, understand their role in this – it affects every business of every size.

Sorry, starting the post with a buzzword is always against our better principles but embracing the customer experience (XP) is one of 2016’s most trending marketing activities according to Forbes magazine. Put into layman’s terms, you need to see your firm, services, products and customer care from the other side of the fence – the customer’s point of view.

What kind of experience do your customers (or clients)  have when they a) call the office b) ask for help c) see your organisation online d) interact with your staff e) ask for a specific service f) pay the bill? These are just a few pointers to look at. We suggest you plot every point of interaction with your customers – what do they see when they come to your offices? Is the bathroom somewhere you are proud of? Are your drinks anything other than regular?Are your staff welcoming?

Plot every single point and then test drive them with a group of non-clients. Then you could be brave and ask your existing clients to complete an anonymous survey – all in the name of helping you get better. Few people can resist that honesty.

If you need help planning the analysis or execution of your customer XP evaluation, give us a shout.

…you’ll keep on getting what you’ve always got.

Ring the changes: think of new audiences, consider new services, reappraise how you do things, surprise people!

There is absolutely no value in the old ‘if it aint broke , don’t fix it’ adage. If it aint exciting, fun or profitable, don’t do it!

We’ve just tested the water with a whole new sector of professionals. Professionals are our market admittedly but we have been quite focused on accountants, solicitors and financial services companies for the past decade. We thought for a while and decided to test new waters with professionals in new areas – property and real estate – which has been a huge success so far.

The clichés are endless – don’t get stuck in a rut, change direction, open your horizons (OK, we’ll stop now). But you get the picture.

You know what’s great about your firm. You probably have a good idea about the messages you’re putting out to your clients and prospective clients. But do you really know what people think of your organisation?

Why not try a quick and painless survey to your existing client base? You can use Survey Monkey (or ask us to set it up for you) and ask all the questions you need to know the answers to. The results will help shape your future marketing and may even throw up a few surprises.

Ask your clients what they think of your firm’s image – do they like it? Do they remember it? Do they care?

Ask where they would position you in terms of your fee structure – are you reasonably priced? Too expensive? Value/budget?

Ask them if they’d refer you and if so, why. If not, why?

Ask what they think of your customer service.

Ask if there’s anything special about your firm that makes them feel loyal.

Think of no more than 5 powerful questions but prepared for the answers! Survey Monkey will analyse the results and give you some useful feedback. This feedback can be used in your social media, blogs and even PR if it’s interesting enough.

Finally, give your clients an option to provide a testimonial. These are powerful and can be used extensively in your marketing communications.

Let us know if we can help with this.