Enhancing client-agency relationships

Most businesses seek to solidify their fortunes by ensuring that they have a reliable set of clients that they can count on. Most management experts speak of goals of brand loyalty and customer satisfaction as the ultimate goals when it comes to the B2B business arena. Data reveals that the dreaded metric of customer churn seems to haunt most businesses. Sales processes may have evolved over the years and there are a host of technical tools that are accessible to merchants, but the same old fear of losing a client or unsettling an existing one keeps most businesses on the vigil.

In the modern marketing agency business, there are 2 types of clients.

Type A includes the clientele who are associating with a digital marketing agency for the first time. Type B consists of the clientele who’ve had arrangements with agencies in the past and have a fair idea of how things work with respect to assessing an agency’s capabilities.

Over the last 7 years, we’ve had the opportunity to work closely with marketing managers, business owners and brand custodians who have their goals of growth and brand visibility.

Maintaining Customer Satisfaction

Irrespective of the stature of the client’s company and their annual revenue, there are a few basics that Edkent Media has identified as essentials to maintain customer satisfaction. Being a digital marketing agency based in Toronto, we have clients who seek services such as search engine optimization, social media management, website design and pay-per-click marketing. They often have similar goals but a different approach to their business and marketing. With the right set of ingredients, customer delight and not merely customer satisfaction could be a realistic target to strive for.

Many clients are cautious about the people they associate with. Most clients are apprehensive about their agency and their values. There is a need to distinguish your company from the other agencies and clearly highlight yourself as a brand that is reliable and transparent.

Transparency is a buzzword that seems to be thrown into the sales pitches at regular intervals to win a client over but in truth, transparency should be more of an innate value. Transparency must show through as not just an individual’s value but as that of the entire team that is involved and this would be portrayed in all the processes involved.

As cliché as it may sound, businesses are still won over by individuals who strike a connection on a personal level that’s based on a certain sense of understanding and mutual trust. As an account manager, the most important task is to ensure that client is always aware of the goals that have been earmarked and the proximity to it. Unfortunately, several business relations are built on unrealistic goals and timelines. This is a remedy for failure and a clear red flag when it comes to customer management.

There are several benefits of being a communicative leader when it comes to client management.  By restating the marketing goals and reconfirming the project timelines and progress, you can be assured that all the parties involved are aware of what is going on.

Data Reporting

By understanding the client’s definition of success with respect to digital marketing, Edkent Media is able to capture the most relevant metrics for their reference. It’s fairly evident that many business owners are busy and would like to keep things simple when it comes to data reporting.

There is a need to clearly distinguish between data reporting and data gathering since most agencies usually clutter the client’s inbox with endless lists of data that make no sense to the client.

Our team at Edkent Media consciously invests time to interpret data and not merely capture it. Handle the transition period of a client with extreme caution and with greater emphasis on client communication.

Hitting Clients’ Goals

Begin the project aggressively by clearly showing your dedication and clarity with respect to the marketing goals. By listening more and by addressing the client’s queries, you can transition from being a sales person to a marketing consultant. People like to be valued and would love to listen to people who can help address their queries. With the right amount of expertise and proven capabilities of research, you would soon find that the client not only trusts what you say but also consistently seek your confirmation on similar matters afterwards.

In a competitive business space, revenue targets are stiff and every marketing agency would want to hit their goals. It is crucial, however, to ensure that the long-term gains are prioritized.

We’ve seen many blogs where digital marketers discuss about the most important tools and the coolest new metrics. Insightful data remains at the core of our operations, but we’ve seen that a professional approach to work coupled with a transparent and simplistic method of communication works wonders when it comes to client retention. Be it inbound marketing or enterprise SEO, at the end of the day it’s clear that by displaying a sense of care and concern for our clientele’s goals, we’ve managed to move past the goal of customer satisfaction and are definitely closer to customer delight than ever before.

Our team at Edkent Media has been successful in ensuring that our client’s marketing goals have been attained while also letting them know that they have a reliable Toronto digital marketing agency working as brand consultants for them.

Interested in working with Edkent Media for your digital marketing? Get in touch to see how we can help you.

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