Build a Better Agency Podcast

Neen James, a client experience expert and author, discusses how luxury is redefined by attention and meaningful connections. She explores the concept of luxury mindsets and offers insights on creating memorable client experiences. Neen emphasizes the importance of treating agency teams as valued guests and implementing systematized thoughtfulness in client interactions. Listeners learn to tailor communications based on different mindsets and the power of personalized touches, making every client touchpoint a delightful experience.

In this insightful discussion, Craig Cody, a seasoned CPA and tax advisor, sheds light on crucial 401(k) regulation changes impacting agency owners and high earners. He delves into the new catch-up contributions tied to income, the necessity of Roth provisions in existing plans, and compliance risks for agencies. Craig also highlights available tax credits for newly launched 401(k) plans, the benefits of switching to a 401(k), and common tax strategies that many overlook. His practical advice offers agency leaders a roadmap to navigate these complex changes.

Drew McLellan dives deep into planning for 2026, emphasizing the unique responsibilities of agency owners. He outlines five core areas to focus on: driving new business, articulating vision, managing finances, nurturing people and clients, and building an empowered leadership team. Hear tips on defining mission and values, choosing and committing to a niche, and fostering growth among existing clients. Drew offers actionable insights for cultivating strong client relationships and encourages owners to lead with clear strategies, all while staying connected with their teams.

In a captivating discussion, Ben Gaddis, a former agency founder turned private equity investor, shares his insights on what elevates agency value today. He explores the shift from hiring staff to lean, productized delivery, emphasizing the balance between creativity and scalable systems. Ben highlights the significance of organic growth and the move away from traditional agency models. He provides practical strategies for account growth and discusses the traits that attract investors, advocating for focus on revenue over headcount for sustainable success.

Rishad Tobaccowala, an agency veteran and author of "Rethinking Work," shares his insights on the evolving work landscape. He discusses five transformative forces like technology and demographics that are reshaping how teams operate. Rishad emphasizes the shift towards flexible work environments and the importance of fostering leadership without traditional hierarchies. He also highlights the benefits of fractional roles and the need for agencies to attract talent by reimagining their office spaces, aligning with emerging generational values.

In this discussion, Ana Laskey, the head of Ground Control Research and a market strategist, shares her insights on the importance of blending rigorous research with agency strategy. She highlights the need for agencies to refine their data collection processes and warns against over-relying on AI for insights. Ana emphasizes the significance of defining niche-focused methodologies and developing actionable plans based on validated target markets. Additionally, she offers strategies for addressing client pushback and communicating the value of thorough research.

Lee McKnight Jr, an agency new-business expert at RSW/US, shares insights from their 2025 Agency New Business Survey. He discusses the key challenges agencies face, like budget constraints and longer sales cycles, highlighting that a staggering 93% believe their growth engines are underperforming. However, the mood is optimistic as agencies ramp up content marketing and productize services. The conversation also touches on the importance of AI in business development and the need for agencies to collaborate effectively with in-house teams.

Drew McLellan shares innovative strategies for agency leaders to rethink their planning for the upcoming challenges of 2026. He advocates for moving beyond traditional SWOT analysis to include hands-on exercises like scenario stress testing and client empathy mapping. Teams are encouraged to engage in reverse mentoring and role-playing as competitors to uncover hidden needs and strengths. Drew emphasizes the importance of testing new plans with external advisors and setting measurable objectives to navigate future uncertainties effectively.

Jamie Shibley, founder of The Expressory, brings two decades of corporate IT and ecommerce expertise to the discussion on client engagement. She delves into the shift from transactional to meaningful relationships, emphasizing the desire of clients to feel valued. Jamie shares powerful strategies like thoughtful gifting and emotional storytelling to enhance client loyalty. Listeners will uncover the importance of personal touches, overcoming common engagement barriers, and the transformative impact of nurturing genuine connections throughout the client journey.

Sue MacArthur, co-owner of Strategic Talent Management, shares her wealth of experience in solving agency challenges. The conversation focuses on the revolutionary concept of stay interviews, which enhance employee retention and culture. Sue emphasizes the importance of open, two-way dialogues about career aspirations, fostering trust and candid feedback within teams. Practical tips for implementing stay interviews are discussed, highlighting the need for thoughtful questions and an environment where employees feel safe to express their concerns. A must-listen for agency leaders!