How can you elevate client delivery by harnessing the power of continuous feedback and improvement? Positive and negative client feedback is crucial and can inform strategies that boost retention, ROI, and long-term relationships.

In this episode of The Agency Blueprint, I discuss the value of creating client feedback loops to uncover blind spots and enhance client experiences. I share effective methods to capture valuable client feedback, such as surveys, personalized check-ins, and exit interviews.

Don’t miss this episode to learn how to use feedback to implement meaningful changes and enhance client satisfaction.

Key Questions:

• [00:34] What steps are you currently taking to improve client delivery? Are you leveraging every opportunity to improve the process?
• [03:21] How often do you gather client feedback, and are your surveys designed for maximum engagement?
• [07:06] Have you considered implementing client exit interviews to attain valuable insights you might be missing?
• [07:51] How do you build a feedback-positive culture where your team views feedback as an opportunity, not criticism?

What You’ll Discover:

• [00:34] The importance of continuous improvement in client delivery and why leveraging existing opportunities can elevate your performance.
• [01:48] Understanding why client retention hinges on strong relationships, plus the dangers of blind spots.
• [03:21] Tips on designing client surveys that provide valuable insights while being easy to complete.
• [04:25] The importance of regular account manager check-ins to maintain a strong client connection.
• [05:09] How addressing project shortcomings head-on can build trust and improve future outcomes.
• [07:06] Why client exit interviews are crucial for obtaining candid feedback and preventing future issues.
• [07:51] How to build a feedback-positive culture within your team to handle client insights constructively.
• [09:21] Ideas for team-building exercises that use client feedback to create delightful experiences and improve processes.

How can your creative agency thrive in an evolving industry? The current state of the industry demands creatives to learn strategies for growing a creative business and building stronger client relationships.

In this episode of The Agency Blueprint, I’m joined by Emily Cohen and Hunter Vargas to discuss the state of the creative industry, the growing importance of transparency and collaboration, and more. Emily and Hunter, a mother-daughter duo behind Casa Davka, have over 30 years of combined experience. Emily's extensive background includes partnering with 500 top firms, while Hunter brings expertise in marketing and project management.

Listen in to learn how to leverage AI as a tool in your agency while appreciating the importance of the human touch. You will also learn how to overcome downward pricing pressure by emphasizing value and standing firm on fees.

Key Questions:

• [01:35] What are the biggest challenges agencies are facing today?
• [05:05] What are your thoughts on where the industry is headed in the advent of AI?
• [10:05] How can agencies defend their value and pricing against client pushback or competitive pressure?
• [18:48] What’s your advice to agency owners on how to approach value-based pricing?
• [25:19] What’s your advice to a growing boutique agency in terms of defining their niche and positioning their expertise?

What You’ll Discover:

• [01:54] Challenges creative agencies face today, including market saturation and the importance of positioning.
• [02:45] How transparency and collaboration between agencies are elevating industry standards and fostering collective growth.
• [05:14] How to embrace AI as a tool to enhance creativity and efficiency and leverage it for business development.
• [09:03] Understanding marketing as a human connection and creativity’s emotional depth cannot be replicated by AI.
• [10:32] How to overcome downward pricing pressure by emphasizing value and standing firm on fees.
• [11:27] Why you must develop negotiation skills and educate business leaders on the value of design to ensure fair pricing practices.
• [14:42] The importance of knowing who you are and becoming an expert to make strategic business decisions.
• [17:15] How to strategically build trust with clients and maintain a healthy mindset when clients choose different directions.
• [19:10] Tips on how to approach value-based pricing, including asking clients for their budgets early on.
• [22:50] How avoiding assumptions and asking questions can elevate your expertise and contribute to better outcomes for clients.
• [25:53] How to define your niche and position your expertise to maximize opportunities and growth.
• [28:42] How defining your differentiators wholistically can set you apart in a crowded marketplace.

Connect with Emily &Hunter:

• Website
• Hunter’s LinkedIn
• Emily’s LinkedIn

How can understanding client behavior and refining your processes transform your approach to retention and growth? By identifying behavioral cues that indicate potential churn, agencies can take preemptive steps to retain clients.

In this episode of The Agency Blueprint, I’m joined by Masud Hossain to discuss churn indicators in agencies and how to improve client retention. Masud is the CEO of Queue, a platform designed to streamline agency operations. He’s a first-generation immigrant from Bangladesh and his entrepreneurial journey began with coding at age 12 to launching and selling his first startup A Sense of Life for $10 million during his residency.

Don’t miss this value-packed episode to learn more about the importance of clear communication, the impact of onboarding, and strategies to improve client relationships.

Key Questions:

• [02:11] What are the top reasons why agencies are experiencing client churn?
• [07:29] Does agency specialization help deliver higher-quality work and reduce churn?
• [13:49] What are the most effective ways for agencies to combat churn outside of communication?
• [18:34] Are there specific language, tone, behavior, or metrics agencies or clients use that indicate the potential for churn?

What You’ll Discover:

• [02:20] The top causes of client churn, include poor communication, low-quality work, and mismatched expectations.
• [05:15] The importance of proactive communication and how simple updates can significantly impact client retention.
• [07:51] The challenges of productized services and their higher churn rates compared to specialized services.
• [10:01] How proactive agencies reduce churn by identifying clients at risk and suggesting improvements.
• [12:40] How high-growth agencies with proactive account managers reduce churn by 5–7%.
• [14:00] The importance of effective onboarding, including understanding client design preferences and setting clear expectations.
• [17:35] Best practices for new client communication, including keeping updates frequent but concise.
• [19:04] How to improve your client communication styles and handle disagreements respectfully.
• [21:38] Understand that rapid response times may demand dedicated account managers to avoid disrupting creative processes.

Connect with Masud:

• Website