

Comms planning
What can 'The Rise and Fall of Abercrombie & Fitch' teach us about managing reputations?
Lucas Jackson analyses Netflix's latest documentary on Abercrombie and Fitch, discussing its impact on reputation. ...Read more
‘Little and often fills the purse,’ is how the saying goes. This is also our mantra for collecting client satisfaction feedback for 2011, to improve what and how we deliver to our clients. We used to survey our clients every year – which served its purpose – but it was not enough. What about the rest of the year? Those ‘up and down moments’ are present in any intense relationship, especially those charged with constant demands for high performance in order to meet expectations. If left buried, those little niggles can fester and might end up eventually as a contract termination notification. Agencies mostly lose clients because of a sense of complacency. Fact.
For 2011 and beyond, we will ask every client a different, simple question a month to get regular and instant feedback on our all-around performance. All it takes is two seconds to reply – hence little and often. Any client unsure or unhappy gets instant attention and a plan to put things right.
Here are the results from this month’s question. We asked our clients if they would recommend Firefly as an agency to work with. It gave a very satisfying result.
Our thanks to <mailto="imogen@questionone.co">Imogen Bailey of QuestionOne for the inspiration. Our clients have embraced our Firefly client satisfaction thermometer. It can only do good.
Lucas Jackson analyses Netflix's latest documentary on Abercrombie and Fitch, discussing its impact on reputation. ...Read more
May has brought a range of innovation across the tech sector, from AI to VR and more. ...Read more
As VR adoption increases, the technology is transforming both the world of work and our personal lives. How can comms professionals leverage VR for campaigns? ...Read more
We operate in London, Paris and Munich, and have a network of like-minded partners across the globe.
Get in touchReceive thought pieces from our leadership team, views on the news, tool of the month and light relief for comms folk
You can unsubscribe at any time, please read our privacy policy for more information