The Return of Pumpkin Spice and Another Look at the ContactEase Holiday Card Survey

We might not be ready for summer to end, but we are ready to take another dive into our survey of law firm holiday card practices (now with 100% more pumpkin spice)!

It seems that the holiday season comes earlier every year. Starbucks released its Pumpkin Spice Latte today (the earliest release yet) and along with it the reminder that soon the days will get shorter and law firm marketers will begin thinking about their firm’s holiday cards (if they haven’t already).

We work with our clients year round to share best practices, implement processes and help alleviate some of the stress associated with the holiday card season. That’s why we weren’t anticipating too many surprises when we put out the call for our survey of law firm holiday card practices last year. We knew that firms were sending cards and that most were using CRM to manage them; however, one of the most surprising things we learned was about the importance of holiday cards.

Holiday Card Importance

When asked about the importance of holiday cards on a scale of one to five (one being least important and five being most important), we weren’t surprised that many ranked them somewhere in the middle. We were surprised by the number of firms ranking cards as very important.  As you can see in the graphic above, an equal number of respondents designated holiday cards as extremely unimportant and very important. Of course the business of law is built on relationships and sending cards and staying in touch can enhance existing relationships, but it shouldn’t be your only means for staying in touch.

No matter how important holiday cards are to your firm, managing you firm’s relationships should be paramount. Whether you’ve decided holiday cards are somewhat important or very important, they shouldn’t be a replacement for year round communication. Besides, if you’re only reaching out to them during the holidays, how important are they? Tracking business development and marketing activity in your firm’s CRM can go a long way in ensuring that you’re reaching out on a regular basis and that your efforts are coordinated across the firm.

In celebration of PSL Day, we want to know how you’re planning to spend the remaining days of summer!  Let us know by September 23, 2019 for your chance to win a Starbucks gift card. Winners will be selected in a random draw and notified by e-mail on September 24, 2019. 

 

Law Firm Holiday Card Survey Results: Part II

As we mentioned in our last post, you don’t have to wait for the traditional holidays to celebrate, so before we take another dive into the results of our law firm holiday card survey, we’d like to wish you a happy Golden Girls Day! If only we could step off the lanai and into the kitchen to discuss them over some cheesecake (July 30 also happens to be National Cheesecake Day)…

In this post, we’ll look at the types of cards they send. Based on our experience, we expected e-cards to edge out traditional paper ones; however, it seems that most firms send a combination of both.

Holiday Card Types

 

If you’re going to invest in physical cards, make sure they stand out. As Ross Fishman notes in Law Firm Holiday Cards Dos and Don’ts, “Done well, the cards should reinforce your firm’s unique brand message, or at least stand out somehow, so they don’t get immediately discarded and forgotten.” For something that may immediately get thrown out (if opened at all), physical cards can be expensive. They require postage and someone to stuff the envelopes. They also require a good mailing list (this is where CRM can help) to ensure they arrive at all.

E-cards have certainly evolved over the years. They are fast and efficient, they may be personalized,  and of course they save paper. But, with all the other things going on around the traditional holiday season, they can also get lost in already busy inboxes or stuck in the junk folder. Not to mention that some of your clients may not check their email or even have an email address.

When we talked to Jacki Braga, Director of Marketing at Morse in Waltham, Massachusetts, she told us that lawyers at the firm have a choice between paper and e-cards. She said, “We’ve found that we get a lot more feedback from recipients by sending a fun e-card than we do generic paper cards, but I DO agree that attorneys who actually take the time to write a note to special clients are doing the right thing. And they can still send an e-card, too!” Last year, the firm’s e-card was a finalist in Above the Law’s annual holiday card contest! You can find the baking themed card (and some delicious holiday recipes) here.


Thank You for Being a Friend

In honor of Golden Girls Day, we want to thank our clients and contacts for being a friend! Let us know how you’re using CRM to manage your firm’s friendships (i.e. relationships) for a chance to win a Golden Girls’ Pez! Send your answer to marketing@contactease.com or post in the comments below. All responses will be entered into a random drawing.

Golden Girls Day

 

 

Law Firm Holiday Card Survey: The Results are in

We’re coming off of a heatwave in many parts of the United States and Canada, so while it might seem a little early to think about holiday cards, it’s something we’ve been thinking a lot about here at ContactEase!

Last year, we received a record number of questions about holiday cards from our clients. Many wanted to know what other firms were doing, what kinds of cards they were sending and even the holidays they were celebrating.

With all the features that today’s CRM systems can offer — from business development tracking to managing expenses and dashboard reporting — it can be easy to forget about traditional marketing practices like sending your firm’s holiday cards. This got us thinking about holiday card practices among law firms and how we might better understand them. In late 2018, we polled law firm marketers and lawyers to gather their thoughts on holiday cards (and to determine if they gave them any thought at all).

While the results weren’t a complete surprise (as noted in the graphic below, most respondents indicated their firm sends some form of holiday card), they did shed some light on how firms are using CRM to honor traditional marketing practices and evaluating their effectiveness.

Holiday Cards 1

Over the next few weeks, we’ll share our findings with you along with our insight and even some best practices. And if you didn’t have a chance to complete our survey, we’d still like to hear from you! Let us know what your firm thinks about holiday cards by commenting below or contacting us at marketing@contactease.com.

Did You Know?
In an effort to stand out from the crowd, some firms are opting to send cards (electronic and paper) at different times of the year. The National Day Calendar keeps track of over 1,500 fun and unusual days making sure we #celebrateeveryday.

 

 

 

Happy Holiday Cards: How Firms Manage the Process with ContactEase

This time of year we receive a lot of questions about using ContactEase to manage the holiday card process.  Amber Elliott, Director of Client Services at ContactEase, might understand the process better than most. As a law firm marketer, one of Amber’s favorite ways to get through the holiday card season was by grabbing a peppermint mocha and cranking up the holiday tunes. “It’s hard to feel anything but happy with that combo,” she says. And while she’s no longer working in a law firm, she’s still enjoying her peppermint mochas and music as she consults with clients on holiday card best practices — she just has to turn the music down during those conference calls.

After you learn how some of our favorite legal marketers manage the holiday card process at their firms, be sure to keep reading for information on our industry-wide survey of law firm holiday card practices and how you can get a free peppermint mocha (or beverage of choice) to see you through the holiday season!

Jacki Braga, Director of Marketing, Morse 

At Morse in Waltham, Massachusetts, Jacki Braga, Director of Marketing at the firm, and her team, provide their lawyers with a choice between paper and e-cards (and have done so for several years). Over time, the firm’s e-cards have evolved from static cards to cards with more interesting animation and interactivity (and flavor — this year’s card  featured a collection of recipes gathered from the firm’s attorneys and staff; last year’s card focused on holiday-themed cocktails). The firm used the new ContactEase List Manager to prepare the lists, ReadyMag as the host site, and Constant Contact to send.  And what insight has Jacki gained from providing the firm’s professionals with options? Jacki says, “We’ve found that we get a lot more feedback from recipients by sending a fun e-card than we do generic paper cards, but I DO agree that attorneys who actually take the time to write a note to special clients are doing the right thing. And they can still send an e-card, too!”

Krista Egan, Marketing Director, Flaster Greenberg

At Flaster Greenberg, a New Jersey-based law firm with offices throughout the mid-Atlantic corridor, the marketing team uses the built-in ContactEase Email Campaign Tool to send their cards. The firm uses Assignments to build their holiday card list to ensure they know which attorney to send the card from. Why does this matter? As Krista explains, “This enables us to create multiple versions of the holiday card in our HTML program, all tailored to each attorney. Many times we include a personal note and their signature block. Those attorneys who prefer to send the e-card from their own accounts can do so and have the ability to add a note before forwarding.”

Ian Jones, Marketing Technology Specialist, Miller Nash Graham & Dunn

At Miller Nash Graham & Dunn, a law firm with offices in California, Oregon and Washington, the firm’s marketing team starts by building a survey in ContactEase List Manager providing the lawyers the option to send either an electronic or paper card. The firm uses the ContactEase Holiday Mailer Tool and according to Ian, “The process has gotten significantly easier. We don’t have to manually sort out single-signer and multi-signer cards anymore. ” And what about potential overlap of signatures between offices?  They have that covered as well. Ian said, “We usually set them all up in one office and then forward en masse to the others. The survey also includes the legacy card assignments from the previous year in case people want to refer to that information when setting up a new list.”

How does your firm manage the holiday card process?  Does your firm do something unique to celebrate the holidays? We’d love to hear from you!

Industry-wide Survey on Law Firm Holiday Card Practices

Don’t forget about our survey on law firm holiday card practices! We want to hear from lawyers and marketers to understand the importance of holiday cards, what firms are doing, and how opinions differ between lawyers and marketers. Your time is valuable, and so is your insight! We’re offering a $5 Starbucks gift card to lawyers and legal marketers who answer our survey between now and the end of the year. We’ll publish the results in a white paper to be released next year.

 

Legal Industry Survey of Holiday Card Practices

CE Blog

In the United States, Thanksgiving is barely over, but the holiday card season is well under way. At ContactEase, we’ve talked to many marketers about managing the holiday card process at their firms. While some firms have moved from traditional paper cards to electronic ones, it seems that holiday cards are still very much a part of a firm’s relationships and traditions. Are we right? We’d love to get your thoughts on the subject. We’re conducting an industry-wide survey of lawyers and marketers to understand:

  • The importance of holiday cards
  • What firms are doing
  • How opinions differ between lawyers and marketers

Please visit https://www.surveymonkey.com/r/HolidayCards to take the survey. It should take about three minutes to complete. Feel free to share the link with other law firm marketers and lawyers who may have an interest. We plan to summarize these results in an upcoming white paper and will be happy to share the results with anyone who participates. 

ContactEase Holiday Traditions: P.J. Sawchuk, Director of Support & Technology 

If you’ve spent any time with our Director of Support & Technology, P.J. Sawchuk, you know how passionate he is about food. As it turns out, that extends to his family as well! One of P.J.’s favorite holiday traditions is the Feast of the Seven Fishes. This Italian-American tradition is a celebration on Christmas Eve that typically includes fish and other seafood.

Of his family’s tradition, P.J. says, “We shoot for double digits. While you’ll always see things like shrimp, scallops and crab cakes [note: P.J. resides in the Baltimore area], we like to experiment, too. Some family favorites include bacalao (a salted cod dish) and an escarole with bread crumbs, olives, anchovies and capers. Big flavor!”

What’s your favorite holiday tradition? Let us know in the comments!

Avoid Turning Into The Grinch This Holiday Season: Follow-up

We wanted to thank everyone who joined us last week for our holiday card webinar: How to Avoid Turning Into the Grinch This Holiday Season. The webinar covered best practices with list management, creative, physical cards and e-cards, how to stand out from the crowd, and most importantly timing. After the webinar we got numerous requests for the presentation and notes. So to better help you through your holiday card work we created a holiday card guide! Request your copy by emailing marketing@colevalley.com.

You can check out holiday card samples and find inspirations on our ContactEase Pinterest board.

There are Only 33 More Days Until December 1st: Holiday Cards Part III

Did you know there are only 33 more days until the first of December? No it is not a trick (and probably not a treat) but with Halloween this week we thought it would be a great time to check-in on your holiday card progress.

If you have not already started it is not too late. To help you get an idea of where you should be at in the process, we have come up with a suggested timeline below.

September: Project Kick-Off

  • Identify your objective: is your card just to send warm wishes or is there another motive such as contributing to a charity, launch a marketing campaign, or to clean-up your contact information in your database
  • Decide what type of card you will do: physical or e-card or a combination of both
  • Determine timing: based on the type of card you do, you will need to think through the delivery date and create your project plan. This will also affect your messaging such as Happy Holidays v. Happy New Year
  • Discuss distribution: who receives the card and who the card should come from
  • Inform employees about the project: ask them to compile their list of recipients, let them know how you will be using the information, and inform them of deadlines. If doing a physical card, let them know how the cards will be distributed for them to sign
  • Select the vendor/designer: choose who will create the card and discuss concepts and copy
  • Prep other staff or departments: you will want to prep departments, such as IT if there is a need to host a video on a server or prep assistants who will help with list generation, and inform them of your timeline

October: Development

  • Determine additional needs: for example if you want recipients to select a charity from a list, you will need to create a survey. If you’re giving a contribution based on the number of new “likes” on Facebook someone will be responsible for tracking the metrics. You will also need to determine how your firm will handle bounce backs or returned mail, as well as how you will track success (open and click-through rates, interaction with the card)
  • Test the different components of the e-card: if there is built-in functionality like “replay” for video or links to other pages you will need to test the functionality to ensure it work properly
  • Merge and clean lists: your lists should be at about 80% completion
  • Approvals: approve your final card concept
  • Identify quantity: the amount of cards and envelopes needed for a physical mailing

November: Execution

  • Completion: your e-card should be completed and if you’re doing printed cards you should have them in-hand
  • Final version of mailing list(s): should be completed within the first week of November
  • Signing process kicked-off: this should happen around the second week of November and signed cards should be obtained by the last week of November (2 week window for signing)
  • Other marketing: at this point you should consider other ways you will promote and distribute your hard work. Some ideas would be to post the card on your website, tweet it, Facebook about it, and submit to holiday card contests
  • Additional needs: your process and expectations should be established

December: Completion

  • Physical cards mailed: first week of December
  • Complete e-mailing: preferably in early December
  • Last-minute requests for additional cards: take care of last-minute request or provide employees with the tools they need to execute themselves (such as the OFT version of the e-card they can customize and send on their own)
  • Execute other marketing initiatives: promote your card in other channels
  • Track the card: determine success by monitoring bounce backs, returned mail, and click-throughs

This is only a suggested timeline to help guide the thought about what needs to be executed on. Depending on the complexity of the firm it could take more or less time to complete. No matter the length of the process there is one last step that is often overlooked… celebrate!

Celebrate the project completion. It is a large undertaking and requires a lot of coordination. Enjoy the success with your team, thank those who helped with the execution such as the IT department and the assistants, and make sure to share the news with the entire firm. Send out an internal memo with the card and share tracking numbers or feedback that you have received.

Let us know what you think… what other steps does your firm build in and when do you start your holiday card process?

Holiday Cards Part II: E-Cards

With today’s technology more and more firms are straying away from physical holiday cards and opting to go with e-Cards. There are a lot of marketing and business development benefits for choosing to go with an e-card. Below are four considerations and advantages to think through while working on your holiday cards this season:
Bar GraphTracking    
By sending an e-card your firm can identify who has received a card and what action they took. The number of people who opened the card can be tracked identifying if the e-card was successful and worth the time put into the project. Marketing and business development initiatives could be launched and the click-throughs to additional messaging or promotional items can be identified. Those activities could then be added to the database and depending on the call to action there could be very specific follow-up items assigned.
Magnifying Glass Identifying Potential Risks                                                  
Opting to send an e-card helps your firm clean-up the database. If a contact at a client leaves and the firm doesn’t know about it, it could become lost work if the firm doesn’t have any other contacts there. By tracking bounce backs and failed emails someone can look in the database and see what other contacts or relationships the firm has with the client and alert the firm of potential at risk clients.

VcardUpdating Contact Information and Communication Lists

When sending an e-card consider having contacts update their own information and which communications they would prefer to receive. With ContactEase this could be done by using our Online Client Update Form. Ask contacts to take a minute to review their data and make any changes necessary by providing the hyperlink to do so. The data is then cleaned up in the database and your firm has the most up-to-date information for a contact and contacts can opt for the communications that matter the most to them.

PeopleExpanding Your Reach
Within the e-card create a mini campaign of some sort through calls to action. If you have a Facebook Page or Twitter account your firm is trying to expand, create a perk for people to “like” or “follow” you. One firm did this by letting their contacts know that they had decided to use the money previously spent on physical cards and donate it to a local charity. For every follower they received they would donate X amount of money up to a certain dollar amount. They were giving back to the community while expanding their audience reach.

If you are spending the time and money associated with doing a holiday card it is important to identify what your key objective(s) are. If your firm is simply sending a card for warm wishes, think through the above points and how the card could be used more strategically for your business development and marketing initiatives.

Holiday Cards Part I: It is NEVER too Early to Start

It may still be shorts and t-shirt weather, but the dreaded season of “Holiday Cards” is just around the corner. The best way to prepare is to plan for the inevitable sooner, making the project easier as the time approaches.The first step is to determine what your firm’s intentions are for this year’s annual Holiday Card. Some firms are satisfied with an e-card that goes to all of the clients, prospects, former clients, alumni, vendors, etc. with a generic, “From your friends at Smith & Jones.” Other firms want a physical card signed by those who are directly involved with the client, a separate card per partner. While there are also dozens of variations in between, before you can make your holiday plans it is important to know exactly what your firm wants to do.

Here are some suggestions of things Marketing should determine up front to ease through those holiday blues:

  1. Do we send a card at all?
  2. Are we going to do it the same way we did it last year?
  3. E-Card or paper card?
    [You will need some lead time to order physical
    cards and/or to design
    the perfect e-card.]
  4. Only one card or will individual cards be sent?
    [A contact might receive several cards from different professionals
    in your firm, is that what your firm wants to happen?]
  5. Who will be sent a card(s)?
    [Clients, prospects, former clients, alumni, friends, family, vendors…]
  6. Will the card(s) be personalized?
    [Signed by specific professionals, will it contain a personalized sentiment?]
  7. When should the card(s) arrive?
    [Remember, if it is a physical card that is personally signed, you need to get all that done in time to drop it in the mail, or else it won’t arrive until 2014!]

So before the kiddies are back in school (because once the fall begins, time is short), you should nestle up to a patio with a cold lemonade and start making your Holiday Card plans. Use the list above to make certain that you know exactly what your firm will be doing. Then, once you know where you are headed and what is involved, it will be easier to see how ContactEase can be used to help in the process.

Watch for future postings to help guide you through the Holiday Card Season, and remember it is never too soon to start. So READY, SET, GO! Start mapping out your firm’s plans now, so the process is easier in the long run.
Holiday Card Madness