What Clients Actually Want: Shocking Insights From the Agency-Client Benchmark Report 2025 with Remeny Armitage

What are the surprising findings about client awareness of agency services, and how can agencies bridge this gap?

In this episode, I sit down with Remeny Armitage once again, Founder of Brilliant and Human, to discuss the intricacies of client-agency relationships. Remeny's extensive research reveals a surprising gap: 40% of agencies acknowledge that their clients might not fully understand the breadth of services they offer. We get into the significance of genuine engagement and human connection in business, exploring how these elements can transform success and client retention. Remeny also provides insight on the role of AI and powerful strategies to enhance agency-client dynamics.

We later uncover strategies that shift agency-client interactions from transactional to relationship-driven. This includes drawing fascinating parallels with the consulting industry, highlighting how building commercial confidence within agency teams can position them as trusted advisors. This not only enhances client loyalty, but also opens doors for growth. From refining onboarding and communication processes to moving from hourly billing to value-based engagements, this episode reveals all!

Topics covered during this episode include:

• Why authentic engagement and humanity are pivotal in client retention and success.
• How looking at similarities in the consulting industry can help agencies become trusted advisors.
• Why refining onboarding and communication processes enhance the client experience.
• How transitioning from hourly billing to value-oriented engagements benefits both agencies and clients.
• Why agencies should market their services effectively to existing clients.
• How proactive strategic thinking and challenging client assumptions drive loyalty.
• Why building commercial confidence within agency teams leads to better client interactions.
• Why agencies need to demonstrate human value amidst AI advancements in the industry.
• How improving agency-client dynamics can unlock new revenue streams and opportunities.

 

Listen now to uncover the surprising dynamics of client-agency partnerships and learn how to become a trusted advisor!

 

Remeny Armitage on LinkedIn: https://uk.linkedin.com/in/remeny