In Episode #60 Neil and Eric discuss the relationship between digital marketing agencies and their customers—specifically how agencies treat their customers, and what agencies are getting wrong.
Time Stamped Show Notes:
- 00:28 – Today’s topic: What Do Most Digital Marketing Agencies Get Wrong?
- 00:36 – Neil had an agency in the past and Eric has one in the present
- 00:53 – Oftentimes, big agencies hand your account off to a junior person
- 01:09 – The results are going to be limited
- 01:26 – Creating an agency should be about driving results to clients
- 01:33 – Another mistake is not understanding the client
- 01:42 – The relationship won’t work out
- 01:45 – Neil’s experience related to this
- 02:10 – An understanding between an agency and client is important before running a project
- 02:37 – Most agencies exclusively focus on building their client rosters
- 02:48 – Agencies lack client profiling and they shouldn’t
- 03:14 – Try a foot-in-the-door type of engagement
- 03:48 – Agencies and clients can’t focus on each other
- 04:00 – Agencies love big clients and big clients get the special treatment
- 04:18 – Don’t hire agencies that handle big clients, unless you yourself are a BIG client
- 05:16 – As a client, find a small agency and make sure that you’re your agency’s biggest client and as an agency, value your biggest client
- 05:30 – Agencies’ cookie-cutter approach
- 05:53 – Every single business is different
- 06:07 – Agencies’ package approach
- 06:15 – There is no set package
- 06:32 – Make sure the agency produces the highest ROI for you
- 06:47 – Give the agency your stats and metrics and ask how to increase your ROI the fastest
- 07:09 – Agencies showing off their awards
- 07:40 – Focus on your clients
3 Key Points:
- Owning good communication and practicing understanding can go a long way – always make sure that you’re on the same page with your clients.
- Treat each of your customers with care—you are here because of them and they are in front of you because they need you.
- Know your money’s worth—it’s never a crime to ask questions.
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