marketing communications consulting

An organisation communicates with its customers in many ways. Some are obvious and formal - such as brochures, annual reports, advertisements and Web sites. Some are less obvious, but equally important - such as reception desks, letters, newsletters, telephone sales calls, telephone help-desk calls and even invoices.

It is not unusual for there to be a substantial gap between the more formal and less formal communications. This results in:

• an undermining of the time, effort and expense of creating formal communications, marketing and advertising.
• a reduction of the impact of formal communications.
• disjointed and disparate communications.
• loss of brand cohesion.
• customer confusion as to what an organisation 'stands for'.

Communications audits

Labrow Marketing can provide a communications audit, to help organisations to understand how they communicate via their many 'touch points'. We assess all aspects of your formal and informal communications, including 'mystery shopping' of Web-based, printed and verbal communications points. We identify weak areas of communication and provide a detailed report, with recommendations and practical action plans for improvement.

Steven Jackson, director, Equity Housing Group:

"We set our organisation the goal of communicating, through all external channels, in a clear and consistent way. Our first task was to measure and understand our current quality of communications. Peter undertook a thorough communications audit, examining all aspects of our external communications - letters, faxes, e-mails, telephone manner, reception, building signage and so on. He produced an insightful, objective and detailed report - backed by clear recommendations - which enabled us to see ourselves through external eyes. The report, also containing practical recommendations, became the basis for a programme of change which has improved our external communications in line with our original goals."