Using creative thinking to achieve business success

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Andy Green's Tubespiration

Andy Green’s Tubespiration

With daily pressures it’s no surprise that it can be hard to step back and look at your business with fresh eyes from time to time. Don’t panic though, help is at hand and maybe you’re just not finding the right time in the day to carry out this type of activity.

Tubespiration is where to look, a book about the London Underground and how it can help simplify your life and unleash your creativity. As the author Andy Green says, “the Tube map is a wonderful example of managing complexity… and your Tube journey a rare chance to practice masterful inactivity and use an imposed pause point in your thinking, allowing you to unleash your creative brilliance.” If you’re a North East reader and prefer to localise it, feel free to swap the word Tube for Metro throughout but take a look – Andy’s point is that you have two daily opportunities to take time out and consider how you can add further value at work or even at home.

Andy starts by observing that many of us are becoming more socially engaged, with the side effect that we disengage from the real world and faced with a mobile, tablet or computer screen, expect to constantly be entertained, occupied and informed. All very well, but when does this leave us time to think? Andy posits that commuting time is one of the best opportunities to allow our brains to wander free and be creative – and perhaps we should do this at least once a week.

As he puts it: “While you are travelling, you are free…to unleash your imagination, roam unexplored frontiers, or at least create thinking time for new ideas, new solutions, new ways of doing.”

What’s interesting is that Andy encourages you to reframe how you look at challenging situations and opportunities by asking what assumptions you are making, allowing you to unravel the elements that may be holding you back. He also provides a list of further questions designed to give real insight so that you can get to where you want to be ‘faster, cheaper, better and greener’. Critically he suggests that if the immediate answers seem easy, you’re probably not approaching things right. Becoming tolerant of ‘IdeaPoo’ (ideas that might not seem good on first impression but which should not be dismissed too quickly) is important.

Reading the book will show you how Andy has cleverly linked this all with the London Underground and how you can draw upon the various lines and stations to benefit your organisation by approaching it in a different and more creative way. For example he suggests one good way of navigating a challenge is by drawing a Tube map of your problem, from the starting point, through the stops and connections you need to make to your destination, looking at how you can simplify things along the way.

Andy’s ‘Harry Beck’ test is also worth applying. Despite the genius of his map design, Harry Beck was rejected at his first attempt. Andy therefore asks his readers how they respond if someone presents them with an idea that is different to how they usually do things. If they ignore them, tell them to go away, feel threatened, add it to the pending list or have limited expectations, there is definitely work to do. According to the author, “listening with a challenging but open mind, ready to change as a result of what you’ve discovered” is really where you need to be.

Ultimately Andy’s handbag-sized book is worth a read if you want to grow and become stronger by learning how to respond flexibly to and harness all the unexpected events that life throws at us day by day. It’s bite size, easy to read and a great reminder of taking time out as ‘incubation time’ during your commute, or if you’re me, when you’re out for a run or in the bath! What’s more, one of the side effects is that you’ll know more about the London Underground than you ever thought possible. Tubespiration costs £8.99 and is available via Amazon right now.

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The ‘glamorous and luxurious’ PR industry is an outdated myth

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For those who saw the headlines about the case in which two PR people, Kathryn Kirton and Jamie Kaye, embezzled nearly £19,000 from their employer Activision, it is shocking stuff.

Shocking because of the appalling fraud carried out but equally shocking due to the judge’s response to the practitioners involved because of the industry they work in.

On sentencing Judge Hillen stated: “In the world of PR you are surrounded by luxury items. That is a reality for people working in that industry. What it surprising is that cases like this are happening more and more often in your industry.”

The judge also commented that the defendant Jamie Kaye had been “corrupted” by his world of work.

It is a fact that fraud happens in every sector – it is certainly not unique to PR. What experience Judge Hillen has had of our sector is unclear (perhaps he was basing his view on something the defendants said), but it seems to me he confuses reality with Absolutely Fabulous. A great TV show, but no more than that. Perhaps it was Kirton’s fashion purchases, luxury hotel breaks and parties that threw him a bit.

A couple of points then to make. The first being that the “glamorous and luxurious” world of PR is pretty much a myth. In a industry in which the average starting salary can be as low as £12,000 and in which expenses’ budgets are rare, the salary of most practitioners goes on their bills, not on trappings of wealth (although if you’ve earned them in an honest fashion, surely you can do what you want with your wages). Also, there is more to our industry than consumer PR, if that’s what the suggestion is.

Secondly, PR is an industry dominated by women. I can’t help but wonder whether the judge would have made the same comments, particularly in relation to the male defendant, if the opposite were true.

Finally, and most critically, the proposition in a high profile forum that PR-related crime is on the increase should be of concern to everyone within the sector. Speaking as the co-chair of the CIPR’s Professional Practices Committee, which handles all disciplinary matters, there is no evidence to suggest this is the case. On a more widespread industry basis, it is certainly yet to be proven.

CIPR members (which Kirton and Kaye were not) are required to sign up to a Code of Conduct, which sets out the standards expected of those who join the institute. This is enforced through disciplinary proceedings where necessary and very occasionally membership is withdrawn. Furthermore members are expected to follow a path of continuous professional development as they move through their career. As such CIPR membership is a badge of quality and a benchmark of best practice.

From our experience, practitioners are, in the most part, dedicated professionals who put the needs of their employers first. They are not superficial Bolly-drinkers who flash the cash more than others. This case is an unfortunate one, but the industry’s reputation should not be tarnished because of the behaviour of two individuals who have now rightly received suspended sentences for their crimes.

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Eye tracking research – could it help your business?

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For most businesses, an online presence is arguably one of the most important things to have, frequently being the first port of call for customers and stakeholders alike. With this in mind, both start up and established businesses set aside precious budget to ensure their websites are full of relevant information and the latest technical features. All very well but few sites are tested before launch which means they may look good but not be of much practical use. In short, if you’re not converting visits into sales, there is probably a good reason for it.

An interesting product that can help with this is Eye Tracking, offered by North East research agency Other lines of enquiry North, which combines technology that records eye movements with additional interview data to give an insight into screen-based media activity.

As applicable to on-screen advertising and sponsorship campaigns as it is to video and TV, when testing website usability eye tracking data effectively shows how users look at a web page before choosing to click on a particular item or link.

Fiona Raglan, founder of Other lines of enquiry North, explains: “Taking a very basic example, your special offer in the right hand corner may be bright orange and flash because that’s where you want people to look and click, but it might be an icon centre left that is catching attention and distracting customers. If the job in hand is to buy something, that’s potentially a big issue.

“Eye tracking can be helpful when your website really needs to deliver ROI or if you need to test various design layouts. It’s also great for establishing the best placement of online banner ads.

“Numerous outputs and statistics can be generated from this type of research. Visual data includes heat maps, gaze plots and cluster analysis – a great way to display quite complex analysis and also really bring presentations ‘to life’. Ultimately, for a small spend at the outset, businesses can save a lot of money in the long run.”

Certainly an interesting concept that can potentially radically change your content layout for the better.

Of course, like other organisations Other lines of enquiry North also offers a direct response service from website users. This involves web visitors being given a job sheet (much like a discussion guide) that asks them to complete various tasks, from finding an item and looking for something complementary to logging in and buying something. As they progress through the workbook, respondents talk through what they are doing as well as any issues via a microphone and their screens are recorded, which helps highlight the things they don’t understand. The process identifies what they like and don’t like – critical when easy navigation is the key to achieving both happy customers and quick sales.

As Fiona says: “Businesses want to understand what people think of their website, why no one has clicked on their promotions or how they can make their products easier to find. This methodology allows companies and brands to improve the online customer journey and delivers some very powerful data, particularly when used with the Eye Tracking service.

“Although we can provide help at any point, businesses most benefit when the research is carried out up front. In this way they get their website right first time, which avoids them having to spend more time and money having to amend things while sales are being lost.”

Research and evaluation are often elements of the marketing process that organisations find it hard to budget for. In fact, both are key to getting the greatest ROI from your spend because they inform activity and ensure it is resonating with your target audiences. Whether you’re a web design agency, in film production or advertising, or an organisation that wants to ensure its online presence is working as hard as it could, what Other lines of enquiry North has to offer is well worth a look.

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Use customer insight to build your business faster

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Image from webteachertools.com

Image from webteachertools.com

Whether you have a product or service to sell, it is crucial that you are clear about your potential customer base.  While what you are offering may have wide appeal, you don’t want to spread yourself too thinly with your PR and marketing so narrow down your audiences by identifying who is most likely to buy from you and target those groups.

By doing your research at the outset you could save yourself a lot of time and money and will build up a stronger customer base that proves to be more valuable in the long run. The question is: when thinking quality not quantity, what sort of things should you be taking into consideration?

There are all sorts of ways of generating customer insight, from market data and demographic studies to industry reports and trends.  The best bet is to start with the internet and check out relevant industry bodies, which host a wealth of useful information that can inform activity. Always speak directly to those you think would be interested in what you have to offer, either on a one-to-one basis or via focus groups – people are often very willing to share their views and you’ll soon know whether your product or service is of interest or whether you need to go back to the drawing board.

Essentially, any product or service is there to solve a problem so ask some key questions.  What challenges are your potential customers facing?  What are their priorities?  How can you help?  By knowing the answers to these, you can build up a set of reasons as to why potential customers should be talking to you and not your competitors. Compelling messaging and differentiation is vital to a successful marketing strategy.

Think about particular times of the year when your product or service might be more in demand.  For example, seasonality could be significant for consumer products, while professional services such as accountancy will probably see a surge around tax deadlines or financial year ends. All of this should be reflected in your marketing activity, directing exactly what you say to whom, why, when and how.

Once you have identified your customers, target them in the most effective way possible.  A scattergun approach will rarely yield great results so instead examine the range of tactics available and decide on a handful which will offer the best return and make the most of your budget and resource.

Some things you might want to think about include advertising (although this can be costly), networking, conferences and exhibitions, PR, direct mail, cold calling, sponsorship and social media.  All have different merits and a combination of these will probably be most effective but you must ensure that you allocate an appropriate budget and dedicate the time needed to get the most from your efforts.

Look at other creative means to reach new customers.  Is somebody offering a complimentary product or service that you could team up with to cross-sell?  Perhaps consider an incentive to attract new customers, such as a discount off a first purchase, an introductory trial of your service, product sampling or other competitions and promotions to get people to try your product.  Think about a referral scheme to encourage existing customers to recommend you to others.

Whatever tactics you opt for, make sure that you have some means by which to measure their effectiveness.  A balance is needed between giving things time to work and knowing when to switch direction and try something new.  Get feedback from new enquirers about how they heard about you and use this information to channel your efforts into the activities which are bearing the most fruit and drop the least effective ones.

Always remember, it is much harder to gain new customers than it is to get repeat business from existing ones so whilst it is essential that you continually attract fresh clientele, look after your current customers. They deserve to be rewarded for their loyalty and the extra effort will have been well worth your while when you look back at the end of the financial year.

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Planning the perfect PR campaign

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Image from shanebarker.com

 

 

 

 

 

 

 

 

 

As with many things in life, a successful public relations campaign starts with a plan.  But where do you start?  Here are my recommendations to get you off on the right track.

Firstly, don’t try and plan for every eventuality – you will end up with an unwieldy document which you have slaved over for hours but is so daunting that you stick it in a drawer never to be looked again.  Try to create a plan which gives an overview of the entire year, but only actually plan your activity in detail on a quarterly basis.  This way you won’t miss any key events or opportunities but can concentrate your efforts on the tasks that are most important and valuable to your business at any particular time.

Be clear about your goals and set out your aims and objectives.  These could be quite straight-forward such as raising awareness of your services or driving traffic to your website or very specific and focus upon the launch of a new product or establishing a new division within the company.

Know who your audience is.  Even if your product or service is something which will broadly appeal to everyone, you need to try and categorise your targets and be quite specific in how you are going to reach these people and what messages you want to communicate.  Now is a good time to work out what media titles you would like to target; your list could include local media, national media, broadcast, specialist trade titles, consumer titles and online platforms.  All will want something a little bit different so do your research to understand what type of stories each title covers, which journalists write about what and the deadlines they work to – some publications come out once a week or once a month so you will need to make sure your material reaches them in good time.

If you haven’t already done so, develop a set of key messages.  These are short statements which capture exactly what it is your company does or has to offer.  It might along the lines of “Company X is the North East’s leading independent estate agency chain”.  Back any claims up with supporting evidence such as number of outlets, any accreditations or industry recognitions.

Now let’s look at what tactics you are going to adopt.  There are many different techniques that can be used so think about what you want to say to whom and select the most appropriate method.  You will more than likely want to use a combination of tactics, but don’t try to do too many things – choose a few things that will give you the best return and do them well rather than try lots of things but not have the budget or the resource to do any of them justice.  Some of the most common tactics include media relations (press releases, interviews, photo calls), exhibitions and events, social media platforms such as Twitter and Pinterest, blogs and podcasts, competitions, newsletters and surveys.  Think about how your PR campaigns sits with other marketing activity such as any advertising, direct mail or sponsorship arrangements.

Then comes the fun part and you can start to execute your campaign.  Not everything will work out how you have planned it so have a back up should you need to change direction.

Decide how you are going to measure the effectiveness of your PR campaign.  You can look at things such as number of press cuttings generated, key message delivery, number of hits to your website, bookings to an event for example.  Evaluate your activity on a quarterly basis so if something isn’t quite working out then you can change tack.  Similarly if you are getting great results you can look to build upon this over the coming months.

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What money can’t buy – ethics and actions that change lives

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Screen Shot 2013-03-14 at 09.42.04There are many reasons why corporate social responsibility is important but here at Sarah Hall Consulting we always like to think of it in the simplest of terms – everyone wants to deal with businesses which have a conscience, act ethically and have a positive impact within their local communities.

It’s something often discussed with our clients and we certainly practice what we preach on an ethical level by subscribing to the CIPR’s Code of Conduct. What’s more, I am co-chair of the CIPR’s Professional Practices Committee, which considers disciplinary matters relating to members, reinforcing how seriously we take it.

Wherever we can, the team act as mentors to younger generations coming through and support charities – you’ll have seen on this blog, the fundraising carried out for the Miscarriage Association and Mind just last year.

This year, we are fundraising for The Sick Children’s Trust by running in the Great North Run but our greatest focus is on the Evening Chronicle’s Sunshine Fund, which supplies specialized equipment to children with disabilities. It’s an amazing charity which quite literally changes families’ lives for the better in situations that often look quite bleak.

I sit on the committee for the Sunshine Fund’s annual Sunflower Ball which takes place every Autumn. The reason for mentioning this is that the organisers use this as a mechanism for fundraising through ticket sales and auction prizes. So this is a plea for help. Auction prizes are both needed and very gratefully received and already lined up are a weekend away in this lovely cottage as donated by Tent’s Pitch, a double page spread in NE Times magazine and some goodies from the owners of Escape Boutique and Mitchell’s Menswear in Whitley Bay. Do you have something you could also donate, especially something ‘money can’t buy’? If you do, we’d love to hear from you. Every prize sold, however small, makes a big difference to a child near you.

If you’d like more information, please check out the Sunshine Fund’s website, contact Clare Savory on 0191 201 6068 / clare.savory@ncjmedia.co.uk or give us a call. Thank you very much.

 

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Made in Tyne & Wear

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I attended an event called #1000Flowers today with Addiply founder Rick Waghorn.

It’s purpose was to look at ‘hyperlocal’ advances and discuss what will fill the space left by newspaper decline. There were some really interesting developments worth being aware of.

One of the speakers was Jamie Conway, CEO of Made Television, winner of the OfCom Local TV licence for Newcastle. Here’s a whistlestop guide to what he had to say.

- Local TV hasn’t worked before due to positioning on the Electronic Programming Guide, which affects audience reach. This issue is being dealt with.
- Local TV will be radically different to national TV so people should not expect the same.
- There is a massive untapped market among brands who want to publicise local offers but can’t afford national TV advertising.
- Made Television is looking to average £10 per spot to deliver its business plan.
- The average UK viewer consumes 90 minutes of mobile viewing a month compared to 4 hours and 4 minutes of TV a day. TV is still an important medium.
- Local TV is Made Television’s USP – no one else can enter this market because it is highly regulated and has barriers to entry.
- There will be top of the hour news/sport/traffic and weather reports.
- There will be a mix of lifestyle programmes and it will be more gritty than found elsewhere.
- If BBC or ITV do it, Made Television don’t want to. They can’t and don’t want to compete with bigger broadcasters.

Definitely a case of watch this space.

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PR and the age old gender debate

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Social media author and Ketchum’s latest hire Stephen Waddington recently blogged about the significant gender imbalance in PR.

Eight years ago as part of my MA in Marketing at Northumbria University’s Newcastle Business School I did a study of PR practitioners in the North East to ascertain whether gender discrimination was still an issue.

The study was a replica of one by Dozier & Broom in 1995 in which they looked at the evolution of the manager role in PR practice. The two posited that PR professionals carry out one of two roles, that of either manager (read director level or above / strategist) or technician (the implementer or ‘doer’) and hypothesized that practitioners can only participate in organisational decision making where manager status is achieved. I think generally it’s fair to say the latter is true.

At the time, the results of my study echoed many findings to date, ie that women are for many reasons, including a variety of factors outside their control, most often found (and regularly trapped) in the technician role, therefore arguably limiting their influence at the boardroom table.

My instinct tells me that the situation remains the same today and the latest salary scales are a reminder that there are big discrepancies in terms of pay if not opp’s. I’d love to replicate the study to discover today’s reality and maybe that’s what I should do as part of my chartered practitioner submission (my next goal).

In terms of opp’s, if what Wadds says in his opening paragraph is true and women are better at negotiating relationships, social offers our biggest chance to break through yet but it’s whether or not we grasp the nettle with both hands… I can’t see it happening to be honest.

What I would say is that I set up a business three and a half years ago and have also had two children in that time. I have had to work very hard to stay at the forefront of the industry so understand the challenges that face women very well. PR is not the type of industry you can dip in and out of and unlike what people say (including those commenting on Wadd’s blog), I personally don’t find it that family-friendly. That’s a big myth and one I’d personally like to dispel.

 

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And the winner is…Bookhappy Ltd – who really do love their clients!

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As you know, we’ve been running a ‘We love our clients’ competition on Pinterest. We’re delighted to announce that the winner of this – and the lucky recipient of a corporate video – is Bookhappy Ltd. Well done ladies!

Bookhappy is a fabulous concept with a fantastic team behind it. All the company’s activity is focused on encouraging children to love books and this plays out in extremely creative ways thanks to the imagination of the founding members. Can’t wait to see this brought to life on film.

If you’d like to find out more about this excellent North East business, please visit www.bookhappy.co.uk.

 

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A blog from the heart – what I’ve learnt

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I recently received a surprise and much appreciated nomination in the Evening Chronicle’s Glass Slipper Awards, which are designed to celebrate the achievements of women.

I’m in the Success of the Year category and face some some extremely stiff competition. Whoever wins on 28 February, it will be very well deserved and I’m humbled just to have been considered.

The awards and my involvement started me thinking about how I find being an entrepreneur with a young business and two very young children (now one and two). I often get asked how I manage and the answer is simple – with excellent support and sometimes with gritted teeth. Getting pregnant the month I launched my consultancy was not quite how I’d envisaged things but you treasure your blessings.

I love my kids and waited a long time for them after a number of disappointments. I also love my career, my clients and have a real passion for what I do. Sarah Hall Consulting Limited is, I suppose, another child and all three need constant attention and to be nurtured. The work-life balance is elusive for many and it’s no different here – because I work from an office close to home, I sometimes feel like there is no break from either world. If I didn’t have close family nearby (especially my Mum) providing unstinting support and a husband who makes the boys his first priority too, I wouldn’t be in the situation I find myself in now and would quite possibly have gone mad :)

I suppose there are two things that I have learned in the past few years – two things that have helped me reframe how I look at life and which have helped me surmount the hardest challenges, making me a lot happier (although I have to stop myself and remind myself of these a lot). The first is that you have to set your own success measures. I used to look at other entrepreneurs and want what they had – but did I? Things always look a certain way from the outside but it’s never the same behind the scenes. Something usually gives, has given or is about to. Or priorities are different. Which brings me onto my second point. You can’t have everything. Life suggests you can but it’s a fallacy. I started to ask lots of women how they ‘did it’. I tell you what, they don’t do it on their own, there are support pillars behind them all, whether you can see them or not. They also all have different things they want to achieve. What ‘matters’ is not the same for everyone.

So what am I trying to say? I guess it’s this: Don’t be a sheep like me and get caught early on in the corporate hamster wheel where you kill yourself striving for the next big job, the next big car, the next big salary – well, unless that’s what you want. Find what makes you buzz from within and follow that dream instead. Give back, like I give time to the CIPR to help my industry develop. Success will follow. I woke up and realised I needed a change and took a risk by setting up my business at the start of the recession with very few savings. I then got pregnant. And got pregnant again. I may not have had much maternity leave but with hard work, sheer determination, good planning, gin and a whole lot of drive, my babies and business have flourished. I am now also a Fellow of the CIPR. My family and clients have been amazing, sticking with me every bit of the way.

It’s tricky. Sometimes I feel a bit lost, tired and emotional. I’m frustrating (and frustrated!) because arrangements at home change a lot. Sometimes I think I should be pushing for world domination and employing fifty staff from a large agency in town. Then I remember that what makes me tick and happy is the fact I achieve what I want to – time with my kids while they are small, paying the bills, excellent client service leading to a 100% retention rate, doing things and doing them well and much more. That’s what success is.

 

 

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  • Sarah Hall, managing director of Sarah Hall Consulting Ltd.

    Thanks for visiting our blog. If you're here and a growing business, you probably recognise that now is the time to reframe how you look at your PR and marketing.

    The world has changed, the media has changed and the way we communicate has changed. However many organisations are not yet exploiting the varied opportunities that the latest technologies have placed at our fingertips.

    Today's media is highly fragmented, with social media platforms experiencing explosive growth. If you're wondering what this means for you, it is effectively this: although traditional PR and marketing techniques are still valid, brands should now think of themselves as broadcasters and publishers, reaching customers directly as well as through the media.

    There are growing numbers of communications tools allowing organisations to do this and engage with customers. Get it right and the rewards can be huge. We can work with you to make that happen.

    At Sarah Hall Consulting we create communication strategies that align with your business objectives so that your profits are built alongside your profile. We upskill your staff so as a business you are empowered to drive your communications forward and so your marketing team can work hand in hand with operations and customer services, making the customer experience the very best it can be. It’s what the most successful businesses are doing already and we can help you do it too.

    Occasionally not everything runs as smoothly as it should so the other bit of help we offer is planning for the worst, as well as issues management itself. It's that old adage - if you prepare it will probably never happen. Either way we can make sure your business is able to communicate clearly in good times and bad - critical when you need to manage your reputation.

    Marketing a business is a collaborative process which takes effort from both parties. What we promise you is a highly experienced team sharing the latest thinking and marketing techniques to benefit your brand. The proof is in what we are doing for our clients and ourselves (we believe in practising what we preach) – and we can do it for you.

    So, if you want help with an overarching PR and marketing strategy, implementing a creative campaign or - the new bit for most brands but not for us - need a hand with becoming a broadcaster and publisher, we’re here for you.

    If you'd like a chat, please just give us a call. You can reach me directly on 07702 162 704 or at sarah@sarahhallconsulting.co.uk.

    I look forward to hearing about your business and plans for the future - I've no doubt they are as ambitious as ours.

  • Find out more

    Visit Sarah Hall Consulting's website at www.sarahhallconsulting.co.uk