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Serious about good customer service? Map the client’s journey.
What is a client journey? Your client’s journey is the experience your customer has while using your company’s services; from the very first interaction you have with them to the last. It is how you...
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7 steps to preventing your client relationship veering off the road
Not all clients communicate in the same way. With some clients you know exactly where you stand. If they’re not happy with you or your service they are going to tell you. Sometimes they can be brutal....
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Why keeping in contact with ex-clients could make you lots of money
While it’s harder and more expensive to win new clients than selling to existing ones, an often overlooked source of new business is an agency’s list of ex clients. Let’s ignore for a moment those...
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Top 5 templates for highly organised agency account managers
In a survey among Account Managers in the Linked-in Account Manager Group,”organisational skills” was the fifth most useful skill for an account manager. It’s hard to imagine someone without great...
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Are you still charging by the hour?
In July 2014 the IPA (Institute of Practitioners in Advertising) ran a workshop attended by marketing clients, agencies and procurement to talk about how agencies are compensated. You can read all the...
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