Results Are Good. So Why Do Clients Really Leave?

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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

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// Transparency Whilst Others Talk, We Act // 21 @SophieBrannon #brightonSEO

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Whilst Others Talk, We Act // 22 // Transparency // Empathy @SophieBrannon #brightonSEO

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Whilst Others Talk, We Act // 23 // Transparency // Empathy // Self-Awareness @SophieBrannon #brightonSEO

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// Transparency // Empathy // Self-Awareness Whilst Others Talk, We Act // 24 // Context @SophieBrannon #brightonSEO

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// Flexibility Whilst Others Talk, We Act // 25 // Transparency // Empathy // Self-Awareness // Context @SophieBrannon #brightonSEO

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//Lack of ROI is sometimes more than just results Whilst Others Talk, We Act // 26 @SophieBrannon #brightonSEO

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Feel like they’re overpaying. Whilst Others Talk, We Act // 27 @SophieBrannon #brightonSEO

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You’re getting results. but not the results they care about. Whilst Others Talk, We Act // 28 @SophieBrannon #brightonSEO

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//How Can We Prove ROI? Whilst Others Talk, We Act // 29 @SophieBrannon #brightonSEO

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Some channels will be more difficult to prove than others Whilst Others Talk, We Act // 30 @SophieBrannon #brightonSEO

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Set expectations from the offset Whilst Others Talk, We Act // 31 @SophieBrannon #brightonSEO

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to the stakeholders? What does success mean Whilst Others Talk, We Act // 32 @SophieBrannon #brightonSEO

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you to track and measure ROI Initial projections can help Whilst Others Talk, We Act // 33 @SophieBrannon #brightonSEO

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Whilst Others Talk, We Act // 34 @SophieBrannon #brightonSEO

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showcasing ROI Your reporting is vital to Whilst Others Talk, We Act // 35 @SophieBrannon #brightonSEO

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Tie your reporting back to real business impact. Whilst Others Talk, We Act // 36 @SophieBrannon #brightonSEO

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If your clients don’t understand their report, that’s on you. Whilst Others Talk, We Act // 37 @SophieBrannon #brightonSEO

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They Don’t Understand The Value You’re Bringing. Whilst Others Talk, We Act // 38 @SophieBrannon #brightonSEO

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Small errors, recurring mistakes & typos can cripple a relationship. Whilst Others Talk, We Act // 39 @SophieBrannon #brightonSEO

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//Changing Team Members Whilst Others Talk, We Act // 40 @SophieBrannon #brightonSEO

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unavoidable Employee churn is often Whilst Others Talk, We Act // 41 @SophieBrannon #brightonSEO

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impact your clients But it doesn’t have to Whilst Others Talk, We Act // 42 @SophieBrannon #brightonSEO

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Detailed Handovers Whilst Others Talk, We Act // 43 @SophieBrannon #brightonSEO

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Proper Introductions Whilst Others Talk, We Act // 44 @SophieBrannon #brightonSEO

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Build stronger relationships with the wider team. Whilst Others Talk, We Act // 45 @SophieBrannon #brightonSEO

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Minimise the impact Whilst Others Talk, We Act // 46 @SophieBrannon #brightonSEO

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//Summary Whilst Others Talk, We Act // 47 @SophieBrannon #brightonSEO

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Clients are always going to leave. Whilst Others Talk, We Act // 48 @SophieBrannon #brightonSEO

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Don’t take it personally Whilst Others Talk, We Act // 49 @SophieBrannon #brightonSEO

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Your reporting can make or break the relationship. Whilst Others Talk, We Act // 50 @SophieBrannon #brightonSEO

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Take communication seriously Whilst Others Talk, We Act // 51 @SophieBrannon #brightonSEO

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Minimise risk on all levels Whilst Others Talk, We Act // 52 @SophieBrannon #brightonSEO

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Understand patterns to better adapt & prepare Whilst Others Talk, We Act // 53 @SophieBrannon #brightonSEO

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Thank You Whilst Others Talk, We Act // 54 @SophieBrannon #brightonSEO s.brannon@absolute.digital j.whittle@absolute.digital

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