Client Success Matters

Episode 15: Dealing with the Inevitable Burn Out

In this conversation, Jo Rogers speaks with Bella Hegarty, Director of Client Experience & Operations and Kev Milnes, Founder of Liberandum about the importance of mental health and stress management for agency founders.

They discuss the challenges faced by agency leaders, the impact of burnout, and the benefits of taking time off to reconnect with oneself.

The discussion highlights the need for open communication within teams and the role of leadership in fostering a healthy work culture.

They also explore personal growth through experiences like the ReConnect weekends, emphasising the importance of slowing down and listening to oneself and others.

https://reconnectweekends.com/

Episode 14: Mastering the Creative Brief

Today's episode is packed full of insights from Andrew O'Sullivan, Creative Director at Transmission on how to build a seamless briefing process.

From how to start the process of changing the briefs, what to include, to alignment across departments, ensuring the CS team understand how and why to fill out the brief properly and finally rolling it out.

This is such an important podcast to listen to if briefs cross over your responsibility in any way.

For more insights visit - clientsuccessmatters.co.uk

https://www.linkedin.com/in/jorogers-marketing-consultant/

Episode 13: The Clients Perspective - Expanding from the UK to the US market

On today's episode of Client Success Matters podcast I have with me Carla Leighton, Senior Marketing Manager, Fujitsu who moved over to Texas, USA at the beginning of this year.

 

Carla shares her insights on transitioning from the UK to the US market, highlighting key differences and strategies in global marketing and delves into the cultural and business differences between the two, providing valuable perspectives on how these differences impact marketing strategies and customer engagement.

 

Carla also shares her insights into what she looks for in an agency... no shock to hear that the first thing she said was ...'I'm looking for expertise and value add...'

 

Follow me on LinkedIn for more insights on enabling client success.

Episode 12: Education is massive for Footprint

On today's episode I was joined by Rosie Barker, Head of Client Services at Footprint Digital

They are doing some amazing things at Footprint, ao I was really keen to get Rosie on to share what brilliant initiatives they have in place to ensure that their team are provide strategic guidance to their clients to ensure long lasting relationship.

We cover:

The strategic role of Relationship Managers: Rosie takes us through the role of relationship managers at Footprint, who act not just as liaisons but as strategic advisors. This involves them deeply in the crafting and execution of strategies for clients, distinguishing their approach from other agencies where such roles might be more administrative.

Educational initiatives and team growth is huge at Footprint: Rosie highlighted the extensive educational programs and growth frameworks implemented at Footprint to ensure that the team members are well-equipped to offer strategic advice and take ownership of their projects. This includes learning across different departments, shadowing, and internal education sessions.

Client Relationship Building: The emphasis on building strong, personal relationships with clients was a recurrent theme. We discuss how these relationships extend beyond professional boundaries, helping in creating trust and a better understanding of the client's needs and expectations.

Footprints values of openness and honesty both internally and with clients: The conversation also touched upon the foundational values of being open, honest, and fair both internally among team members and externally with clients. These values create a culture of psychological safety where constructive feedback is encouraged.

The importance of client engagement and onboarding processes: We discuss the importance of the first hundred days of client engagement, describing strategies to ensure clients are "sticky" and fully integrated into the service model of Footprint. This involves continuous communication, educational content, and strategic alignment sessions.

This is not one to miss. If you are interesting in learning how you can adopt some of these strategies into your agency, drop me a DM on LinkedIn.

Episode 11: The Clients Perspective - James Kissell, Fujitsu

I Believe in the Power of the Brief

 

James Kissell, Global Head of Agile Marketing at Fujitsu joins me on today's episode. He has recently just judged Campaign Magazine’s Agency of the Year Awards 2020-2023 for Asia Pacific and has a wealth of experience with agencies. Today we discuss:

• What are the key qualities that make an agency stand out above others?
• Do you think clients are also responsible for getting the best out of their agency? And if so, how do you do this?
• Future growth opportunities for agencies
• Campaign war story

Episode 10: The Clients Perspective - Max Gordon, Tanium

Simple answer… answer the brief!

Max Gordon, Senior International Marketing Manager from Tanium uncovers his biggest learnings from moving agency side to client side.

We discuss:

• Biggest take away from working with agencies
• What are you looking for in an agency
• How to get your response to brief hitting the mark
• Untapped opportunities
• Agency War story

Episode 9: The Clients Perspective - Joanne Chidwick

I Don’t Want An Agency To Be Too Big To Care

Joanne Chidwick, Snr Marketing Director shares her insights into what contributes to a long lasting agency relationship.

We explore:

• How Joanne chooses an agency
• What she looks for in an agency
• Implications of expectations not being met
• How to create a collaborative environment with your agency
• Agency War story

Episode 8: Are you using referrals effectively to grow your agency?

45% of agencies cite referrals as the most effective way of picking up new clients, BUT a huge 66% of agencies haven’t implement a systematic strategy to increase the number of referrals.

Today I speak with David Plunkett of Collaboration Junkie to discuss:

• How to make it not feel icky
• The importance of building a culture of referrals
• Where can referrals come from
• What to do if the answer is no!
• Top Tips on how to start!

This is one not to be missed if you are serious about growing your agency.