DESIGNING AN EXPERIENCE

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DESIGNING AN EXPERIENCE Your Clients Will Talk
About
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Great Word of Mouth
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The Words of Maya Angelou
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Living Brands
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How are you becoming a part of your Clients lives?
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Back to Basics First

• Phone calls are returned promptly
• Legal staff is knowledgable

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Other Basic Requirements
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Your Greatest Asset
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Southwest Airlines
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What is Your Firms Culture?
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Survey Results

• 10 Brand Ambassadors (71)
• Highly Motivated Employees (53)
• Excellent Employee Morale (35)
• Excellent Client Satisfaction (47)
• Employee Turnover Less Than 5 (53)
• Excellent System for Hiring the Right People
  (24)
• Right Hand Marketing Person (65)
• Client Satisfaction Surveys Conducted (59)
• 80 Percent of All Decisions Are Made Emotionally
  (only 41 of you affirmed that)
• System in Place to Keep Staff Informed of Firm
  Progress, Goals, Challenges and Successes (24)

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Survey Results

• How do you get employees to care?
• What is the best way to get honest feedback from
  a prior client regarding the manner in which his
  case was handled?
• What is effective in communicating with prior
  clients to encourage them to continue to refer
  others to our firm?
• What are the elements of effective surveys that
  will accurately gauge client satisfaction?
• What can we do to maximize the power and
  influence of prior clients in funneling future
  referrals to our firm?
• In an era of increasing competition, other than
  television, what media do you think is most
  effective in staying in front of prior clients?
• What are the influentials looking for in terms
  of our response to them? Whats the payback
  that theyre looking for?

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One Consistent Answer
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3 Ways to Improve Your Hiring
JOHN BEANE Staff Development Services www.staffdev
elopmentservices.com 910.253.6471
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One Core Emotion
Authentic and genuine CARING that is evidenced in
an ability to connect with other people.
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Customer Centric
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Bridging the Gap
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The Transformation from Irreplaceable to
Irresistible
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Memorable Experiences Matter
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80 of Decisions Are Made Emotionally
emotions
LOGIC
vs.
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Brand Magnetism
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The Participatory Era
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American Idol Reality TV
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Do Your Clients Get to Participate in Your Brand?
www.demayolaw.com Scholarship Program
www.lewisdaggett.com Safe Sober Prom Night
www.injurylawyers.com Toys For Tots
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Do Your Employees Get to Participate in Your
Brand?
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What is the Key?
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Client Ambassadors and Influentials
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Prospects Have Potential Too
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CRM
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Seth Godin
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Key Points
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Lets Make Them Talk
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Charity Alliances Cause Marketing

• Race for the Cure
• Passionately Pink
• Circle of Promise

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Speaking Engagements
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Client Advisory Panel
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Community Involvement
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Social Networking
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Injury Support Group
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Leverage Employee Expertise
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The Rewards
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Maya Angelou - Reiteration
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Your Vision Your Culture
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The Key
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Resources
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Follow-Up