Marketing

Is Branding Just for Large Accounting Firms?

By Jean Marie Caragher

 

What is branding, really? It is often misunderstood and associated with huge dollar investments – or it is thought to be simply redesigning a firm’s logo or meant for only large accounting firms. None of this is correct.

Brand development is a strategy that can be used by CPA firms of all sizes because it can accomplish many important objectives simultaneously, such as:

  • increase a firm’s visibility in the marketplace;
  • differentiate a firm from its competitors;
  • deliver more consistent messages to clients, contacts, and staff;
  • focus a firm’s marketing program;
  • enhance recruiting and retention efforts; and
  • integrate marketing and communications after a merger.

Branding is not just the use of a name, term, logomark, or design to identify a product or service, but it is also the development of a personal relationship between the client and the product or service. Your brand name conveys a set of expectations and associations and conjures up the personality of your firm. Simply put, it is who people think you are, from the way a person answers the phone, to the way you do business, to the look of the invoice.

Positioning drives branding strategy. A market position is a promise between your firm and the client. For example, what comes to mind when you think of Volvo? For most people, it is “safety.” Volvo’s early brand positioning focused on keeping drivers safe from accidents with safety-glass windshields and steel cages. Safety at Volvo now works in new ways. Preventative safety helps us avoid accidents in the first place. They have also addressed increasing concerns about crime with their personal safety initiatives: building features into the car that help make you safe as you enter and exit your car.

So, what’s your position? The CPA brand is often associated with attributes including integrity, competence and objectivity.  Marketing research commissioned by the AICPA supports these attributes. But since these attributes are inherent in all CPA firms, the key to successful brand development for your firm is to determine its unique characteristics, personality, and culture. Think about your particular set of values, programs, culture, assets/skills, or the people who deliver a service. Then determine a unique position.

Five Elements of a Consistent Brand

  1. Logo. Your logo is possibly the most important element of a brand identity. It is usually the most recognizable element of a branding system, since it is typically used in all materials. A rectangular-shaped logo is ideal. In one glance people should know who you are and what you do.Do not make too many variations of your logo. This will weaken your identity. Create a logo library that includes a color version, black and white version, square logo (for social media) with and without your tagline.
  2. Tagline. A tagline is a slogan or a short set of words used to associate with your firm or brand, conveying the most important attribute or benefit that you wish to communicate. A tagline should support your positioning and be short, simple, and clear. A tagline that raises questions is not effective.
  3. Colors. In order for your brand’s colors to become associated with your firm, it is important that the same colors are used throughout all materials. By selecting Pantones (and their corresponding RGB/CMYK colors), and enforcing their usage, you ensure that the colors used in all of your firm’s print and digital pieces remain consistent.
  4. Fonts. Similar to colors, it is important to select specific fonts that should be used throughout your firm’s materials. Limit this selection to as few fonts as possible. Additionally, it is important to select a corresponding web-safe font to use if your firm fonts are not already web-safe. Choose fonts that reflect your firm’s image and mesh well with your logo and other style elements.
  5. Imagery: Illustrative and/or Photographic Style. Select one imagery style, illustrations or photography. All imagery should have a consistent look and feel, whether printed or online.

Conclusion

Building your accounting firm’s brand is an investment of time and dollars.  However, your new brand and positioning can increase your firm’s visibility; differentiate it from competitors; deliver more consistent messages; focus your marketing program; enhance recruiting and retention efforts; and, integrate marketing and communications after a merger.

 

Jean Marie Caragher is president of Capstone Marketing, providing marketing consulting services to CPA firms. She is the author of The 90-Day Marketing Plan for CPA Firms: How to Create the Roadmap for Your Firm’s Growth and Gear Up for Growth: The Marketing Trends Manual for Accountants. For more information contact her at 727.210.7306 or jcaragher@capstonemarketing.com.

Originally published online at https://www.cpapracticeadvisor.com/firm-management/article/21109440/is-branding-just-for-large-accounting-firms

 

 

Marketing

How Will Clients Rate Your Client Service This Tax Season?

By Jean Marie Caragher

 

According to the Seven Keys to Successful CPA Firm Management the number one reason why clients change CPA firms is “poor client service, inattentiveness.” During this stressful, deadline-driven season it’s especially important to remember to focus on client service.

Here are six factors your clients will use to rate your client service this tax season, adapted from research conducted by Leonard L. Berry, Valarie A. Zeithaml and A. Parasuraman.

  1. Tangibles. The physical aspects of your service, including:
    • The appearance of your building/office
    • Computers, telephone systems
    • The appearance of your team members
    • Communications materials, brochures, correspondence, emails and website
    • Financial statements and tax returns
  1. Reliability. Performing the promised service dependably and accurately. Consider:
    • Performing the required services at the agreed-upon time
    • The accuracy of your billing
    • Safe keeping of files and client information
  1. Responsiveness. The readiness of your team to provide service, including:
    • Returning phone calls and emails promptly.
    • Caring, and providing individualized attention to clients.
    • Working as a team to meet clients’ needs.
  1. Access. The availability and ease of contacting your partners and staff. Ask yourself:
    • Can clients reach me directly or do they need to go through a gatekeeper?
    • How long are clients kept on hold?
    • How promptly do I return phone calls and emails?
    • Do I share my schedule so my team knows when I’m in and out of the office?
    • Am I setting aside enough time to participate in client meetings?
  1. Communications. Keeping clients informed in language they can understand. Consider:
    • Explaining the outcome of their tax return in a clear, simple way.
    • Offering ideas and advice for the coming year.
    • Publishing an e-newsletter that includes practical, relevant information.
    • Updating your website with relevant articles, blog posts, videos and checklists.
  1. Understanding the client. Making the effort to understand the client’s needs, including:
    • Taking the time to learn about your client’s specific situation.
    • Asking questions to uncover the client’s needs.
    • Listening to the client’s responses and taking notes for follow up.

Notice I didn’t mention technical competence. Your clients assume you know what you’re doing. They are evaluating how you make them feel, the way you provide your services, and if deadlines are met.

How will you know if your client service efforts are successful? Ask your clients. Conduct a client satisfaction survey after tax season to measure your level of client service. This is an initiative only the minority of firms execute, enabling them to back up their promise of providing superior client service with the evidence. Your client survey results will identify areas that need improvement and instill pride in your team – and your clients will appreciate being asked for their feedback.

 

Jean Marie Caragher is president of Capstone Marketing, providing marketing consulting services to CPA firms. Download her free eBook, Client Satisfaction Surveys for Accounting Firms: The Answers to Your Most Frequently Asked Questions. Contact her at 727.210.7306 or jcaragher@capstonemarketing.com.