Client Success Matters

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

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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

Episode 3: How to Build Long Lasting Relationships with Clients

Today Natasha Gay, a Senior Account Director joins me to discuss how to build sustainable, long lasting relationship with your clients and the benefits that come from it.  

Not only does having a good relationship with your client increase your chances of retaining them and growing them, it also enables you to be able to have hard conversations about project deliverables, or invoicing or asking them to create a case study or asking for a testimonial.

Episode 2: How to Effectively Onboard Clients

In today's episode I will be discussing why the process of onboarding your clients is so important and the steps you should take to onboard your clients effectively.

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Episode 1: Why Is Client Servicing Important?

In today's episode I will be discussing:

• What is Client Servicing
• How it’s relevant to growing your business
• How that function looks particularly in an agency
• What to look for when hiring someone for that role