EP22: Rethinking the Client Experience | Nick Phipps | Rawnet

I'll admit it, I'm slightly obsessed about the experience that clients and prospects have when they work with (or are considering working with) an agency.

Just as customer and user experience is now paramount for consumer brands, of course the the same rules apply for B2B. There will always be other agencies who can deliver a comparable service for a comparable price, but it is the experienceof working with an agency which will influence selection, keep clients coming back for more and generate referrals. But hang on a minute - isn't that where chemistry comes in? Well yes it is, but chemistry isn't scalable, or reliable for that matter. What I'm really talking about is the end to end experience and the processes we can put in place to truly delight clients and prospects, beyond the delivery of great work.

And yet rarely do we take the opportunity to truly put ourselves in our clients or prospects shoes, to understand just how user friendly we really are. Our reporting, meetings, emails, websites, project management processes and more are all fertile ground for identifying marginal gains.

This is an episode I've been wanting to make for a while so I was delighted when Nick Phippsgot in touch from Rawnet. In true, "physician heal thyself" style, Rawnet are in the process of applying the customer centric principles and strategies they use for their clients' businesses, to their own agency. We got together to chat about how it's working out.

And we have another competition for you. You can win a copy of Nick's recommended read: The Ten Principles Behind Great Customer Experiences by Matt Watkinson- just listen in for more details.