Results Are Good. So Why Do Clients Really Leave?

Results are good. So why do clients really leave?

Join Client Services Director, Sophie Brannon, as she explains the importance of understanding clients happiness, and the importance of communication and client management/ expectation management/ reporting/ showing value.

Transcript

2. Whilst Others Talk, We Act // 2 Client Services Director at Absolute Digital Media 6+ years in SEO & Digital Marketing It’s not sexy, but it’s vital //A Little About Me @SophieBrannon #brightonSEO
3. //Why Should We Care About It? @SophieBrannon #brightonSEO Whilst Others Talk, We Act // 3
4. $75 billion to $1.6 trillion every year is lost Whilst Others Talk, We Act // 4 @SophieBrannon #brightonSEO
5. Takes time away from other things Whilst Others Talk, We Act // 5 @SophieBrannon #brightonSEO
6. Acquiring can be 5-25% more expensive than retaining Whilst Others Talk, We Act // 6 @SophieBrannon #brightonSEO
7. //Why Do Clients Really Leave? Whilst Others Talk, We Act // 7 @SophieBrannon #brightonSEO
8. Whilst Others Talk, We Act // 8 @SophieBrannon #brightonSEO
9. Whilst Others Talk, We Act // 9 @SophieBrannon #brightonSEO
10. //Poor Communication Whilst Others Talk, We Act // 10 @SophieBrannon #brightonSEO
11. “I don’t know who my account manager is” Whilst Others Talk, We Act // 11 @SophieBrannon #brightonSEO
12. “I get a monthly report call, but I don’t understand it” Whilst Others Talk, We Act // 12 @SophieBrannon #brightonSEO
13. “I feel like just a number” Whilst Others Talk, We Act // 13 @SophieBrannon #brightonSEO
14. Whilst Others Talk, We Act // 14 Stop assuming that no news is good news Whilst Others Talk, We Act // 14 @SophieBrannon #brightonSEO
15. //How Can You Improve Your Communication Whilst Others Talk, We Act // 15 @SophieBrannon #brightonSEO
16. Find new ways to interact with your clients Whilst Others Talk, We Act // 16 @SophieBrannon #brightonSEO
17. Avg. retention increased from 91% to 96% Whilst Others Talk, We Act // 17 @SophieBrannon #brightonSEO
18. Upsells / Cross-sells increased by 260% Whilst Others Talk, We Act // 18 @SophieBrannon #brightonSEO
19. It’s not just about how frequently you communicate, but about how you communicate. Whilst Others Talk, We Act // 19 @SophieBrannon #brightonSEO
20. //There is a framework for strong communication Whilst Others Talk, We Act // 20 @SophieBrannon #brightonSEO
21. // Transparency Whilst Others Talk, We Act // 21 @SophieBrannon #brightonSEO
22. Whilst Others Talk, We Act // 22 // Transparency // Empathy @SophieBrannon #brightonSEO
23. Whilst Others Talk, We Act // 23 // Transparency // Empathy // Self-Awareness @SophieBrannon #brightonSEO
24. // Transparency // Empathy // Self-Awareness Whilst Others Talk, We Act // 24 // Context @SophieBrannon #brightonSEO
25. // Flexibility Whilst Others Talk, We Act // 25 // Transparency // Empathy // Self-Awareness // Context @SophieBrannon #brightonSEO
26. //Lack of ROI is sometimes more than just results Whilst Others Talk, We Act // 26 @SophieBrannon #brightonSEO
27. Feel like they’re overpaying. Whilst Others Talk, We Act // 27 @SophieBrannon #brightonSEO
28. You’re getting results. but not the results they care about. Whilst Others Talk, We Act // 28 @SophieBrannon #brightonSEO
29. //How Can We Prove ROI? Whilst Others Talk, We Act // 29 @SophieBrannon #brightonSEO
30. Some channels will be more difficult to prove than others Whilst Others Talk, We Act // 30 @SophieBrannon #brightonSEO
31. Set expectations from the offset Whilst Others Talk, We Act // 31 @SophieBrannon #brightonSEO
32. to the stakeholders? What does success mean Whilst Others Talk, We Act // 32 @SophieBrannon #brightonSEO
33. you to track and measure ROI Initial projections can help Whilst Others Talk, We Act // 33 @SophieBrannon #brightonSEO
34. Whilst Others Talk, We Act // 34 @SophieBrannon #brightonSEO
35. showcasing ROI Your reporting is vital to Whilst Others Talk, We Act // 35 @SophieBrannon #brightonSEO
36. Tie your reporting back to real business impact. Whilst Others Talk, We Act // 36 @SophieBrannon #brightonSEO
37. If your clients don’t understand their report, that’s on you. Whilst Others Talk, We Act // 37 @SophieBrannon #brightonSEO
38. They Don’t Understand The Value You’re Bringing. Whilst Others Talk, We Act // 38 @SophieBrannon #brightonSEO
39. Small errors, recurring mistakes & typos can cripple a relationship. Whilst Others Talk, We Act // 39 @SophieBrannon #brightonSEO
40. //Changing Team Members Whilst Others Talk, We Act // 40 @SophieBrannon #brightonSEO
41. unavoidable Employee churn is often Whilst Others Talk, We Act // 41 @SophieBrannon #brightonSEO
42. impact your clients But it doesn’t have to Whilst Others Talk, We Act // 42 @SophieBrannon #brightonSEO
43. Detailed Handovers Whilst Others Talk, We Act // 43 @SophieBrannon #brightonSEO
44. Proper Introductions Whilst Others Talk, We Act // 44 @SophieBrannon #brightonSEO
45. Build stronger relationships with the wider team. Whilst Others Talk, We Act // 45 @SophieBrannon #brightonSEO
46. Minimise the impact Whilst Others Talk, We Act // 46 @SophieBrannon #brightonSEO
47. //Summary Whilst Others Talk, We Act // 47 @SophieBrannon #brightonSEO
48. Clients are always going to leave. Whilst Others Talk, We Act // 48 @SophieBrannon #brightonSEO
49. Don’t take it personally Whilst Others Talk, We Act // 49 @SophieBrannon #brightonSEO
50. Your reporting can make or break the relationship. Whilst Others Talk, We Act // 50 @SophieBrannon #brightonSEO
51. Take communication seriously Whilst Others Talk, We Act // 51 @SophieBrannon #brightonSEO
52. Minimise risk on all levels Whilst Others Talk, We Act // 52 @SophieBrannon #brightonSEO
53. Understand patterns to better adapt & prepare Whilst Others Talk, We Act // 53 @SophieBrannon #brightonSEO
54. Thank You Whilst Others Talk, We Act // 54 @SophieBrannon #brightonSEO s.brannon@absolute.digital j.whittle@absolute.digital