Messages on mute?
As the status quo of the business – and personal – world becomes increasingly virtual, engagement methods have had to shift over the last few years. Most obviously, communications with clients have moved over to more digital channels – though a straight transfer from in-person activity to video calls, for instance, would belie the complexity of those changes.
There have certainly been many new initiatives to meet clients’ changing expectations, including the development of digital means of keeping clients updated on their matters. At Irwin Mitchell, David Ward, group director of marketing and propositions, explains the firm’s focus has been on ensuring that business-as-usual communication is provided without interruption, and adds that digital engagement has been on the rise. “Our clients needed reassurance and consistent communication during lockdown, but one interesting development since has been their continued appetite for digital engagement since the lockdowns ended – they’ve enjoyed the flexibility of those new communications channels.”
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