Agency Blueprint

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.

Emily Cohen and Hunter Vargas, the dynamic mother-daughter duo behind Casa Davka, share their extensive expertise in marketing and project management. They discuss the evolving landscape of creative agencies, emphasizing the necessity for transparency and collaboration. Key insights include leveraging AI while maintaining the human touch, overcoming pricing pressure through value-based strategies, and positioning one's agency uniquely in a crowded market. They also highlight the importance of understanding client needs and adapting business practices for sustained growth.

Masud Hossain, CEO of Queue, shares his entrepreneurial journey from coding at 12 to selling a startup for $10 million. He dives into the critical factors behind client churn in agencies, emphasizing how poor communication and mismatched expectations can drive clients away. Masud discusses the benefits of agency specialization for reducing churn and reveals actionable strategies for enhancing client relationships through effective onboarding and proactive communication. Discover how understanding client behavior can transform retention efforts!

How can your business stay resilient during potential economic downturns? How do you navigate both micro and macroeconomic shifts while safeguarding your business? Many businesses thrive during booms but fail due to poor adaptability when conditions change, and the only way to avoid this is by staying prepared. In this episode of The Agency Blueprint, we discuss strategies for agency owners to prepare for business sustainability during economic downturns. We explain how to build resilience through diversified revenue streams, effective cash flow management, and contingency planning. Listen in to learn how to maintain a balance with cash reserves, ensuring enough for operational stability without overexposing the business to unnecessary risks. You will also learn ways to evaluate and adjust your financial strategy based on revenue and operational expenses. Key Questions: [00:34] How do you ensure you’re not entirely beholden to the economic shifts and challenges created by potential economic downturns? [01:09] Are you dependent on the economy’s performance, or have you built safeguards to maintain stability during downturns? [06:07] Do your current cash reserves allow flexibility without making scarcity-driven decisions? If not, what steps can you take to adjust? [16:11] Are you targeting the right market or offering the right services, or is it time to pivot to a more sustainable niche? What You’ll Discover: [01:09] The importance of identifying whether your business is dependent or independent of the economy’s performance. [03:20] Why adopting a proactive mindset beats fear-based reactions during uncertain times. [06:07] The importance of maintaining 2-3 times your operating expenses as cash reserves to avoid scarcity-driven decisions. [09:18] Understanding when to consider lines of credit or loans and why they’re not best suited for operational expenses. [11:20] Key areas to evaluate and adjust your financial strategy based on revenue and operational expenses. [14:12] The hard truth about layoffs and the consequences of failing to prioritize lead generation. [16:11] How to recognize when to explore new markets or services to maintain business growth. [17:17] The common mistake of cutting off the marketing budget most businesses make and why you should double down instead. 

How do you effectively engage potential clients in today’s crowded market? Have you heard of omnichannel marketing? This approach integrates multiple channels into a cohesive strategy that consistently engages prospects. In this episode of The Agency Blueprint, I discuss the power of mastering the omnichannel marketing strategy in a competitive landscape. I explain the psychology behind multiple touchpoints and how they help manage customer skepticism in a saturated market. Don’t miss this episode to learn more about building client personas and the importance of consistent messaging across all platforms. Key Questions:  [01:15] What is omnichannel marketing, and how is it used? [01:15] Which multiple channels can your business use to reach your ideal clients effectively? [05:22] Which marketing strategies best suit your current resources and lead generation needs? [07:34] Have you developed a detailed persona for your target audience to build aligned marketing strategies? What You’ll Discover: [01:15] The concept of omnichannel marketing – using multiple channels to reach your ideal audience seamlessly. [02:59] The psychology behind multiple touchpoints and how they help manage customer skepticism in a saturated market. [04:20] How multi-touch marketing builds relationships by addressing client needs and reducing distrust. [05:22] Understanding short-term, mid-term, and long-term marketing strategies and when each is most effective. [07:34] The importance of developing a persona around your ideal client and aligning your marketing strategies to where they are. [11:12] How consistent messaging across all channels prevents friction and enhances client trust. [13:22] How to layer touchpoints across different platforms to build brand familiarity and nurture leads effectively. [16:21] Avoid spreading yourself thin by going to too many channels simultaneously and instead focus on a few.

How are you harnessing the power of data analytics to achieve long-term success with your clients? Measurable business outcomes clarify performance, highlight areas for improvement, and drive sustainable client relationships. In this episode of The Agency Blueprint, we discuss the importance of harnessing data analytics as a key strategy for long-term success. We also explore the role of metrics in branding, illustrating how even creative efforts yield quantifiable benefits. Listen in to learn the importance of data collection at the start of a client relationship to enable strategic adjustments and drive client confidence. Key Questions: What measurable outcomes are your clients expecting, and how are you aligning your strategy to achieve them? [00:33] How do you address the emotional concerns of your clients with clear, factual data? [02:30] What key metrics are you tracking at each stage of your client’s marketing funnel? [06:42] How are you initiating data conversations with clients to set the foundation for a data-driven relationship? [15:22] What You’ll Discover: [01:32] Understand how measurable, factual data can mitigate client concerns and promote trust. [02:44] How to distinguish key metrics, such as leads and conversion rates, to optimize your business performance. [04:21] Identify immediate versus long-term outcomes and their emotional implications on client relationships. [06:18] How small adjustments in metrics at every stage of the marketing funnel can double client revenue. [08:25] How leveraging measurable branding insights can improve ROI and operational efficiency. [12:21] The data conversations to have with your client to build a long-term partnership. [13:24] The importance of historical data and comparative metrics in setting client expectations and driving confidence. [14:48] Educate clients about the value of data from the start to build a strong foundation for the partnership. [16:28] How transparent data tracking throughout the client relationship builds accountability and ensures goal alignment.

Are your clients truly set up for long-term success? A well-crafted client onboarding process can make or break your partnerships. The first 90 days are critical; they either nurture client loyalty or risk early disengagement. In this episode of The Agency Blueprint, I discuss the importance of developing a comprehensive client onboarding process to shape long-term client relationships. I share actionable strategies to build trust and exceed client expectations, ensuring they feel confident about their decision to partner with you. Don’t miss this episode to learn how to prepare and structure successful internal and client kickoff calls. Key Questions:  [01:30] Why are the first 90 days of onboarding crucial for setting the tone of your client relationship? [05:39] How do you prepare your team to allow them to have success in the onboarding process? [05:52] How do you ensure your team effectively transfers client information from sales to production without losing key information? [10:47] Are your internal kickoff meetings prepared enough to ensure your team fully understands the client’s needs before interacting directly with them? What You’ll Discover: [01:40] The importance of understanding buyer’s remorse and ways to turn uncertain clients into long-term partners. [03:30] How to map out positive and negative touchpoints in the onboarding process to enhance the client experience. [05:52] Avoid miscommunication between sales and production teams by preparing internal teams effectively. [08:33] The importance of involving the account leads early to build trust and reduce client anxiety. [09:16] How to efficiently resource allocate a client’s work in the proposal phase with tools like Harvest and Float. [09:53] The importance of welcoming clients warmly within 24 hours to build immediate confidence. [10:57] The importance of pre-meeting preparation for a successful internal kickoff call to ensure everyone is informed. [14:22] How to structure a client kickoff call, focusing on objectives, deliverables, and communication clarity. [15:32] The importance of ensuring you stay in communication with the client to keep them informed on the behind the scenes. [16:10] A few thoughtful things you can do to surprise the client and cement your relationship. Book Mentioned: Never Lose a Customer Again by Joey Coleman

Discover how to define success for 2025 by setting ambitious yet realistic goals. Learn the importance of team alignment and transparency in leadership to navigate challenges. Delve into the value of external mentorship while balancing it with personal intuition. Explore effective strategies for quarterly planning and the role of KPIs in driving organizational success. Finally, uncover how personal growth investments can propel you toward achieving your goals, emphasizing the need for adaptability and continuous learning.

Have you considered expanding your team globally? Leveraging the full potential of your remote workforce can transform your business from a small-scale operation to a multi-million-dollar success. How do you overcome the cultural and communication barriers to build a high-performing global team? In this episode of The Agency Blueprint, I’m joined by Philip Rivers to discuss how to hire and manage overseas talent effectively. Philip is an email marketing expert and founder of a $200M revenue-generating agency. His journey began designing niche t-shirts and grew to a thriving agency with over 50 employees leveraging global talent for outstanding results. Don’t miss this episode to learn more about strategies for building cohesive remote teams and creating meaningful physical connections with them. Key Questions:  [01:04] What is the distinction and the relationship between local and global talent, and how can you leverage each? [06:38] How did you look at where to find the right talent with good cultural crossover for the right type of skillset that allowed you to expand your team globally? [09:29] What would you say to someone who needs help in hiring the right global talent? [14:33] How do you consider the compensation component of a fair wage within that individual’s country? [16:18] How can physical team-building activities and annual gatherings improve team cohesion and performance among remote and offshore team members? [18:55] What would someone who’s never hired nearshore or offshore talent consider when hiring? What You’ll Discover:   [01:39] Philip’s shift from hiring only local talent to embracing global talent driven by financial and operational considerations. [04:22] His experience hiring client-facing overseas talent and how it works in specific industries. [06:53] The process for finding and hiring the right talent with the right hiring strategies in regions like Latin America. [09:42] The importance of businesses fully preparing for remote workers with SOPs to clear communication expectations. [11:49] How to effectively integrate global talent into the company culture without making them feel undervalued. [13:33] The potential risks and opportunity costs that come from not investing in overseas talent’s success. [15:22] How different cost-of-living levels impact compensation and how fair wages in various countries can still provide a good quality of life. [17:09] How regular team-building efforts and cultivating a united company culture can impact team members' longevity and effectiveness. [19:10] Things to consider when hiring overseas talent, like planning the first 30 days and evaluating soft skills. Connect with Philip: WebsiteLinkedInTwitter

Are you looking to target mid-market to enterprise-level clients? If so, the Account-Based Marketing (ABM) strategy might be a good fit. Unlike traditional broad outreach strategies, ABM focuses on precision, personalization, and relationship-building. In this episode of The Agency Blueprint, I discuss the effectiveness of the ABM strategy when working with high-value clients and why it’s more impactful today. I also explain the importance of understanding your ideal client persona, building detailed outreach strategies, and consistently engaging with these clients through multi-channel efforts. Don’t miss this episode to learn how to balance email automation and personalization during client outreach. Key Questions:  [00:50] How can you effectively target and engage high-value accounts for your agency? [06:34] Are you prepared to build a long-term relationship with larger organizations with longer sales cycles? What You’ll Discover: [01:44] Why the ABM strategy is more impactful today as larger clients now favor project-based work with boutique agencies. [03:58] Identify your target client persona—understand the industry, organization size, and key decision-makers for effective outreach. [04:24] How to build a client list based on your available time and compile detailed research on your target client before outreach. [06:34] How larger organizations plan their budget and why you should prepare for long-term relationship-building. [09:19] The value of a multi-channel approach – build name recognition by engaging with prospects before initiating direct outreach. [10:12] How to use email templates to streamline your outreach without sacrificing personalization. [11:30] Consistency is key—implementing this strategy requires ongoing effort and consistent follow-up to yield results over time.