In last week’s newsletter we started the conversation about how important it is to understand how our current clients are feeling about our work, our people, and our value. And yet, customer satisfaction surveys are rarely done well. We’ve all been on the receiving end of bad customer surveys. They ask us too often. They [...]
Client satisfaction surveys are nothing new and yet, they are often done poorly. The saddest part of when they’re done badly is that most agencies are missing a huge marketing opportunity. Yes, it’s wonderful to get the data points that you’ll glean from the survey but there’s also an incredible amount of goodwill and soft [...]
Inefficiencies could cost you as much as 30% of your revenue. They could also be wasting 26% of your team’s day. In this piece that I recently contributed to MediaPost.com, I discuss how to challenge conventions and find ways to improve upon your processes and procedures.
Do we ask enough questions when we pitch a new client? In a recent article I talked about how to assert some control over a new business pitch. Not in an aggressive, “give it to me” kind of way. Rather more like the skilled push-and-pull of a pair of well-matched tango dancers. One way to [...]
Although women have made great strides in the business world, the number of marketing agencies owned by women is unusually small. It's time to change that. In this piece I recently contributed to MarketingProfs.com, I discuss three steps to help you change the course of the industry for the better and how you can pave [...]
Scaling your business requires many moving parts that can work in conjunction with each other. As a former agency owner, I know the challenges of growing a business. Out of my frustration, I developed the systems and processes we offer to our clients today. Why You Must Optimize Your Agency Operations When you start a [...]
CEOs are workaholics as a rule, but we're also human—and our bodies can give out on us if we're not looking out for the warning signs. In this piece I recently contributed to ChiefExecutive.net, I discuss what burnout looks like and how to avoid it.
By establishing your thought leadership, you’re not only helping to educate your customers on important topics, but you’re also positioning yourself as an expert in your industry. That rapport and top-of-mind position will help you maintain a steady flow of new business over time. And it’s why failing to position yourself as a thought leader [...]
Too many CEOs have normalized the idea of hunkering down and seeking shelter—but they don't realize the gathering ice can become a death trap. In this piece I recently contributed to ChiefExecutive.com, I discuss how even with all the risks associated with putting yourself “out there” after so much uncertainty, you’ll be positioning your company [...]
Agency life. It’s something I’ve been immersed in for more than 25 years. I’ve experienced a variety of ups and downs, including the rise of the internet bubble and the Great Recession of 2008. Little surprises me anymore. That being said, the industry trends I’ve seen throughout 2022 have been truly eclectic. They reveal the [...]
