Building Relationships in a Digital World
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Thoughts ideas and models on how we build trust and communicate better in our business relationships in a digital world.
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Building Relationships in a Digital World
- 1. Building Relationships in a Digital World (not Tinder) by David Gilroy FCIM
- 2. YOUR BRAND IS WHAT OTHER PEOPLE SAY ABOUT YOU WHEN YOU’RE NOT IN THE ROOM. Jeff Bezos, Amazon
- 3. They may forget what you said. But they will never forget how you made them feel
- 4. Set your own tone
- 5. know, like, trust, believe & have confidence in you They might buy from you if they
- 6. Our aim is to do business with people who believe what we believe Simon Sinekwork
- 7. At ???? we are :- Dynamic • Resourceful • Compassionate • Collaborative Mission Statement We exist to :- • Maintain the highest standards of quality, client care and professional expertise; • Be recognised as experts in our fields; • Be profitable, efficient and effective; • Satisfy the expectations of our partners and staff; • Provide value for money to our clients; • Contribute to our communities. Our Mission • To provide people with easier access to world class legal services Our Values • Do it Right • Work Well with Others • Take the Lead Our Vision & Values • Looking after our clients’ interests as though they are our own • Being straightforward, open and honest • Putting the firm’s interests ahead of individual agendas • Treating everyone with respect, fairness and courtesy • Being accountable for our clients and colleagues Your vision. Is it all just blah, blah, blah?
- 8. Our Mantras
- 9. Social Media Engagement Model Unengaged Highly Engaged Un Targeted Highly Targeted CONNECT BROADCAST CONVERSE SHARING
- 10. Client Engagement via Social Media Post Volume = VANITY SANITY REALITY Followers = Engagement =
- 11. Amplification
- 12. simple social media rules to live by
- 13. Really? I did not want to know! NEVER break Rule No.1 of social media
- 14. Rule No.2 of social media. It’s a private conversation in public
- 15. Rule No.3 of social media. If you had to tell your mum what you said, would she approve?
- 16. Rule No.4 if you would not say it to “their” face, do not say it online!
- 17. Rule No.5 only connect/accept with people with whom you’ve met or spoken (unless ‘selling’)
- 18. Rule No.6 don’t argue online!
- 19. The rule of
- 20. Build your own little ’community’? John averages 1,250 views per day
- 22. Use humour when you can
- 23. Please do NOT do this!
- 26. NEW!
- 29. No questions?Good! I’m just going to leave. Goodbye.
Notes de l'éditeur
- I’m not asking you
- Ask everyone which they think is the most important Ask Andy Welch about “Lucy” going on a date with someone new and coming back and saying “I trusted him dad, but I didn’t like him”!
- Think about the people in your firm over the last 40 years or even the last 10. Did the people who caused ‘problems’ believe what you believe? How do you test for that in your hiring process, we use our mantras We let staff/peers interview them as well and it’s prevented me hiring muppets on more than one occasion Talk about our ‘muppet’ test
- How do you ‘stand out’ in a bland market place Look at the Dilbert Mission statement generator ‘live’ in the room
- DAVID Explain the statements above and make the point that this is increasingly a Customer Service function. ANDREW Social Media is a vital part of the tool kit in terms of client retention. However, to be effective you must look at engagements levels rather than followers etc. in isolation. Social is only a strong channel if you have the right tone of voice and people are actually finding what you post helpful. It is important to think about which channel your post is appropriate to, the time of day you post it and who your audience is. Increasingly clients are commenting about service online, just like any other comms channel being unresponsive can be very damaging when there is a negative comment and not thanking for a positive comment is also not a good idea. If you think about someone giving feedback on the phone and how you would respond the message and response times should be similar on social.
- Melissa
- Melissa
- This is our rule Other people have different rules e.g. Simon Robinson, employment lawyer at Gunnercooke he will connect with anyone. Some people tag themselves a L.I.O.N i.e. a LinkedIn Open Networker This is for you to decide
- Goes without saying