bids webinar with Matt Gilbert

Breaking Bid Myths – webinar on how to secure bids

About this Event Hosted by Consortium More than Marketing and presented by Matt Gilbert, a bids specialist for over 20 years, mostly based within Big 4 accountancy firms. After this…

Social selling index

Social selling index – what is it, and should I care?

If you are a seasoned LinkedIn user then you have probably heard of the Social Selling Index (often referred to as SSI). This is LinkedIn’s own league table. It can…

Can a Professional Services Firm afford not to be on LinkedIn

Can a Professional Services Firm afford not to be on LinkedIn?

Spoiler alert: if you’re reading this blog, you probably know the answer to this question already. As Social Media Consultants, we’ve long been going on about the power of LinkedIn,…

Client communClient communication in a post-pandemic worldication in professional services firms has changed completely over the past year because of Coronavirus.Of course, we don’t need to tell you that, or the fact that the pandemic has changed the way we live and work – some of the changes have been temporary, others longer lasting.The obvious change was moving from face-to-face to digital communication channels during lockdowns. Who would have thought in early 2020 that we would be Face Timing with granny, speaking to clients on a WhatsApp group, or having birthday parties on Houseparty?Necessity made us all embrace digital communication channels that we may not have considered beforehand. As an example, Zoom saw its sales increase by a whopping 326% (source) in 2020. Despite the vaccination programme progressing worldwide, the firm is predicting further growth of 40% in 2021, in line with their view that video conferencing is here to stay.Will digital client communication channels remain as popular as restrictions ease and we are able to see people in real life again?You may have noticed a shift in your work environment, and the way you communicate with your clients and stakeholders. Having had more exposure to other digital communication channels throughout the pandemic, it is possible that they have changed the way they would like to be communicated with. We are now hearing of more professional services firms liaising with their clients on messenger apps such as WhatsApp, Telegram, or Facebook Messenger.It is of course impossible to predict the future, but if we had to have a go, these would be our main guesses: Video conferencing will remain popular for regular and routine meetings, but more important meetings will take place in person. It will become more a question of ‘is this meeting important enough for me to go to the effort of travelling?’. Businesses may want to consider drawing up guidance for their teams, e.g., an initial client consultation should happen via Zoom, annual reviews should take place in person. This is particularly important for sectors that rely on positive and long-lasting relationships, rather than business activities of a more transactional nature. In order to offer a truly customer-centric experience, businesses will need to find a way to communicate with their prospects and customers on THEIR preferred channel, not the business’. This means having to conduct research into customer preferences – and as a result, putting in place the internal processes to facilitate effective use. Considerations such as staff training and satisfying auditing or compliance requirements will need to be considered. Messenger services will become more popular for professional services firms. Prospects and clients will expect quick responses. It is important for firms to have a plan in place as to how to respond to client communications on the wide variety of channels available. In our experience, responding to the initial query on the native channel and then moving the conversation to an email or phone conversation seems to be the way that firms are dealing with this. The downside to digital client communicationsWhilst the advancement of technology and the adoption of more digital channels has certain benefits – least of all enabling us all to continue working from home throughout the pandemic – it is important to remain aware of some of the downsides: Zoom fatigue and staff feeling that they are constantly staring at a screen. Blurred lines with a feeling of having to be available outside of normal working hours. Everyone has different communication styles and preferences. Body language or facial expressions that could be lost in translation on a video call. Most importantly, despite all the challenges we have had to deal with since the start of the Covid-19 crisis, digital communications are unlikely to fully replace our most basic human need for physical human interaction.What are your predictions for how our communication preferences will change as we come out of the crisis? We’d love to know.If you would like to find out more about how you and your team can embrace getting digital in a virtual world, or if you are looking at ways to use digital communications to communicate with your clients, do get in touch with us on 01903 530787 or email Lara.

Client communication in a post-pandemic world

Client communication in professional services firms has changed completely over the past year because of Coronavirus. Of course, we don’t need to tell you that, or the fact that the…

The power of psychology in marketing brands

The power of psychology in marketing brands

  This guest blog was written by Daniel Moore from Iron Dragon Design, a freelance creative studio based in Bournemouth, UK. It is interesting how manufacturers and services use the power of…

Client reviews Why are they important

Winning awards in the legal sector

Winning awards in the legal sector can be such a great boost for your profile – both as a firm and for individuals/projects and practice areas you are particularly looking…

Legal sector awards

Legal sector awards

Winning legal sector awards can be such a great boost for your profile – both as a firm and for individuals/projects and practice areas you are particularly looking to highlight…

Business development in professional services firms

Business development in professional services firms

Sales or business development in professionals services are often considered dirty words. I am not sure I understand why. I think it is largely a legacy from when lawyers and…

10 blog ideas to showcase your firm, people, and expertise

10 blog ideas to showcase your firm, people, and expertise

Are you looking for some blog ideas to increase engagement with your clients and prospects? Here are 10 blog ideas that you as a professional services firm can adapt to…

7 tips to maximise your LinkedIn company page

7 tips to maximise the impact of your LinkedIn company page

More and more professional service firms are using LinkedIn as their go-to channel for establishing and developing their business networks. The latest stats from LinkedIn (Jan 2021) tell us that…

Stop hiding behind your emails and talk - Anthony Stears twitter

Stop hiding behind your emails & talk – webinar with Anthony Stears

About this Event Hosted by Consortium More than Marketing and presented by Anthony Stears, a leading expert on telephone engagement presents a webinar entitled ‘Stop hiding behind your emails &…

LinkedIn for Accountants

LinkedIn for Accountants video series

Do you know there are 5.5 million accountants on LinkedIn? Are you an accountant? Are you on LinkedIn? Then don’t miss out on our video series launching on 18 March…