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Client Success Matters is a podcast dedicated to helping agencies ensure the retention and growth of their clients and business. Pulling on over 20 years of experience, plus interviews with relevant subject matter experts, I will provide strategic insights into how you can transform your working relationship with your clients and turn them from satisfied clients, to loyal clients. LinkedIn - https://www.linkedin.com/in/jorogers-marketing-consultant/ Instagram - Customer.Success.Matters
Episodes
Wednesday Jul 02, 2025
Wednesday Jul 02, 2025
In this episode of Beyond the Bonus, I’m joined by the brilliant Gemma Hood someone I only met recently but quickly realised we’ve been orbiting the same world for years!
We dive into a hot topic in agency land: bonuses for client services teams. Are they really the best way to drive motivation, or do they unintentionally damage collaboration and long-term success?
Together, we explore:
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Whether bonuses truly motivate in the long term—or just push short-term wins
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The risks of tying bonuses too tightly to revenue targets
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The danger of encouraging transactional behaviour over quality service
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How to fairly reward individual contributions without overlooking team players
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Non-financial recognition strategies that actually work
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What agencies need to consider before implementing a bonus structure
Whether you’re a founder, client services lead, or HR partner in an agency, this episode is packed with insights on building fair, sustainable and values-led motivation systems.
Clientsuccessmatters.co.uk
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