Welcome to another episode of Build a Better Agency! This week, host Drew McLellan shines a light on an area vital to every agency’s growth: how to show up for clients and prospects in ways that build genuine trust, loyalty, and long-term relationships. To explore this undervalued but crucial topic, Drew is joined by Jamie Shibley, founder of The Expressory and expert in strategic engagement and relationship-driven agency growth.
Jamie shares her fascinating journey from two decades in corporate IT and ecommerce management to launching her own agency, where she helps businesses nurture relationships through intentional and personalized engagement. Through insightful stories and real-life examples, Jamie and Drew examine why clients crave more than just a transactional relationship—they want to feel seen, valued, and heard. Together, they unpack the psychology behind meaningful connections, discussing simple but powerful ways agencies can differentiate themselves by caring more deeply and showing it consistently.
Listeners will learn how to communicate care and appreciation, not just during the wooing phase, but throughout the client journey. Jamie reveals the six strategic storylines that should guide your client engagement, offers practical tips for intentional gifting (hint: it’s more about thoughtfulness than price or heavy branding), and shares eye-opening data on the tangible impact of consistent relationship nurturing. Drew and Jamie also address common barriers, like lack of time or uncertainty about what to say, and provide actionable strategies to overcome them.
If you’re looking to solidify your client retention, inspire advocacy, and create memorable experiences that set your agency apart, this episode is a must-listen. Discover how small, intentional acts can have outsized effects on your business—and why now, more than ever, demonstrating care can be your most powerful growth lever.
A big thank you to our podcast’s presenting sponsor, White Label IQ. They’re an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here.
What You Will Learn in This Episode:
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- The evolution of business relationships in a post-COVID, highly digital landscape
- Why intentional, personal connection is a key agency differentiator
- The science and psychology behind making clients feel seen and valued
- Practical strategies for nurturing client relationships—before and after the sale
- The impact of thoughtful, tailored gifts and gestures (beyond traditional swag)
- Easy ways to operationalize meaningful engagement—without overwhelming your team
- How consistent care and acknowledgment lead to trust, referrals, and stronger client retention
