• “Many agencies make the mistake of referring to themselves as the client’s new ‘business partner’ when they first win a piece of business…”
• “Except a partner is a term that needs to be earned, rather than assumed,” says Simon Rhind Tutt of Relationship Audits.
• In this session, Simon will be drawing on Simon will be drawing on his 25 years of experience in measuring agency client relationships to show you how clients’ expectations of their agency partners are changing, and why client satisfaction just isn’t enough anymore.
Simon has spent the last two decades helping clients develop strategic commercial relationships, so he knows exactly what makes them tick.
He says that clients’ expectations of their agency partners are changing. Keeping them ‘satisfied’ just isn’t enough anymore.
“Too many agencies don’t think through their client experience. We found that over 50% of decisions to stop working with an agency come from people down the line of command – not the key decision maker.”
Nowadays, clients expect you to know the ins and outs of their entire business, and they want to see proactivity from their agency suppliers. Simon says that if you’re not keeping on top of their staff turnover and meeting them in person, you’re not doing enough in your client’s eyes.
“Relationships are like the bubble wrap of commercial prosperity. You can only really develop a relationship if you meet people, otherwise you don’t get a feel for the company culture,” he says.
“It’s one thing going online dating, but it’s another going out on an actual date.”
In this session, Simon will be drawing on his 25 years of experience to share exactly how he thinks clients’ needs are changing and how you can keep them committed.