Client Success Matters

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.

Episode 7: The Clients Perspective - Jess White

Jess White, a fractional Marketing Director who is an experienced, senior marketing & events specialist joined me on the podcast today to discuss her view on agencies/ client relationships.

 

Having worked with both clients and agencies, she has a unique insight into what works best and what are the pitfalls that many agencies are falling into.

We discuss:

• Things agencies fail to understand when it comes to their clients?
• Consequences of poor communication
• How to add extra value
• The value of face-to-face meetings
• Importance of having a client centric mindset throughout your agency

Key takeaway:

"your job is to make them look good and make their job easier"

 

Episode 6: Do you know what your client think about you?

I have the wonderful Remeny Armitage from Brilliant and Human on the show today.

Remeny has a passion for supporting businesses in understand what their clients and teams really think about them, with the goal of turning their clients into advocates.

We discuss:

• Why agencies shy away from asking their clients what they think about them?
• Benefit of using an outside organisation to conduct these calls
• What to do with these insights once they have been collated
• Biggest takeaways that you have learnt through interviewing clients

Follow me for more Client Services insights.

 

Episode 5: It's time to make space at the table!

I had the wonderful Ellie Hale, Director of People and Partnership at Ecce on this episode of the podcast and this episode gives all the feels. What an incredible women Ellie is and I feel very privileged to have had her on the show.

In the wake of International Women's Day this conversation couldn't have been more timely. 

We discuss:

• The Importance of Women in Leadership Roles
• Championing Women in Agencies
• Competition Among Women in Leadership
• Gender Imbalance in Agencies
• Flexibility for Working Mothers
• Importance of Diversity in Agencies
• Addressing the Gender Pay Gap
• Advice for Future Women Leaders

 

Episode 4: 6 Key Communication Skills You Need

Communication is key in any relationship, especially when you want to build trust with a client and when handling difficult situations.

Today I cover off 6 key skills that will help you with clients and in everyday interactions:

• Active Listening
• Paraphrasing
• Asking open-ended questions
• Mirroring
• Validating and
• Empathy