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
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//Why Should We
Care About It?
@SophieBrannon
#brightonSEO
Whilst Others Talk, We Act // 3
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$75 billion to $1.6 trillion
every year is lost
Whilst Others Talk, We Act // 4
@SophieBrannon
#brightonSEO
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Takes time away
from other things
Whilst Others Talk, We Act // 5
@SophieBrannon
#brightonSEO
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Acquiring can be 5-25%
more expensive than
retaining
Whilst Others Talk, We Act // 6
@SophieBrannon
#brightonSEO
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//Why Do Clients
Really Leave?
Whilst Others Talk, We Act // 7
@SophieBrannon
#brightonSEO
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Whilst Others Talk, We Act // 8
@SophieBrannon
#brightonSEO
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Whilst Others Talk, We Act // 9
@SophieBrannon
#brightonSEO
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//Poor Communication
Whilst Others Talk, We Act // 10
@SophieBrannon
#brightonSEO
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“I don’t know
who my account
manager is”
Whilst Others Talk, We Act // 11
@SophieBrannon
#brightonSEO
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“I get a monthly
report call,
but I don’t
understand it”
Whilst Others Talk, We Act // 12
@SophieBrannon
#brightonSEO
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“I feel like
just a number”
Whilst Others Talk, We Act // 13
@SophieBrannon
#brightonSEO
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Whilst Others Talk, We Act // 14
Stop assuming that no
news is good news
Whilst Others Talk, We Act // 14
@SophieBrannon
#brightonSEO
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//How Can You Improve
Your Communication
Whilst Others Talk, We Act // 15
@SophieBrannon
#brightonSEO
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Find new ways
to interact with your clients
Whilst Others Talk, We Act // 16
@SophieBrannon
#brightonSEO
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Avg. retention increased
from 91% to 96%
Whilst Others Talk, We Act // 17
@SophieBrannon
#brightonSEO
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Upsells / Cross-sells
increased by 260%
Whilst Others Talk, We Act // 18
@SophieBrannon
#brightonSEO
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It’s not just about
how frequently
you communicate,
but about how you
communicate.
Whilst Others Talk, We Act // 19
@SophieBrannon
#brightonSEO
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//There is a framework
for strong communication
Whilst Others Talk, We Act // 20
@SophieBrannon
#brightonSEO