Client Success Matters – Details, episodes & analysis

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/

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/

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

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

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.

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.

Follow me on LinkedIn for more insights on Customer Success.

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

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.

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.

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