Professional services marketing: Do you hear your clients’ voices online?

by Kirsten Hodgson


I had a great experience on Twitter this week and it got me thinking, how many professionals would even know if someone was tweeting or posting about them and/or their firm?

What happened was this. Nancy Myrland tweeted about Tweetdeck removing the endless scrolling in lists. I replied saying Hootsuite still allowed that and she responded that she wished they allowed people to display more lists. Within an hour someone from Hootsuite tweeted us this:

“Hi there! We’d appreciate your feedback in our feedback forum” with the link attached.

That one tweet showed they’re listening and looking at how they can improve. A visit to the forum highlighted they’re responding to people’s suggestions and keeping them informed as to progress they are making re. developments around these.

How many professional services firms could say the same?

If you’re not already listening for mentions of your name and your firm name, then you should get started.

Now.

Some simple and free tools you can use that will enable you to monitor most sites are Google Alerts, Social Mention and Hootsuite (you can set up streams to monitor mentions of your name or your firm name or anything else you wish to monitor).

If people do mention you, you can make a call about whether and, if so, how to respond.

You could create a great impression by doing so.

Or you could stick your head in the sand and people will think you don’t care.

You only get one chance to make people feel positive towards you.

Are you going to take it?

What other advice would you give to professionals about monitoring what’s being said online?

Image courtesy of FreeDigitalPhotos.net

Specialising in professional services and law firm marketing. I help firms to retain and grow existing clients and attract more of their ideal clients. My core services include social media for lead generation, voice of the client programmes and tender strategy and development. Outside of work I love to run. I’m a bit like Forest Gump in that I’m not that quick but can keep going for ages. I also enjoy coming up with new inventions. Unfortunately, most of them have already been invented! | * Professional services marketing consultant | * Legal marketing consultant | * Law firm marketing consultant