Page 6: Conclusion
In the legal world clients return to do business again with organisations if their needs have been properly satisfied. The process of re-branding provided the opportunity for Eversheds to analyse what it was doing best, so that it could then develop a single vision and a series of values for the whole of the organisation. The vision and values were then used to underpin its market strategy.
In a service industry there is a very strong link between the quality of a service and the expectations of a client. If these expectations are met, and met well, customer relationships are enhanced and growth of business is more likely.
This case study illustrates how the creation of vision and values within a service sector business can be used to focus the direction of an organisation and, for Eversheds, supported the creation of Accountable Relationships. This process can then be used to position the organisation in a part of the market that provides it with a distinct advantage over competitors.