Why keeping in contact with ex-clients could make you lots of money

While it’s harder and more expensive to win new clients than selling to existing ones, an often overlooked source of new business is an agency’s list of ex clients. Let’s ignore for a moment those clients who you no longer work with because the relationship broke down for whatever reason. Let’s focus on those clients […]

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7 steps to preventing your client relationship veering off the road

Not all clients communicate in the same way. With some clients you know exactly where you stand. If they’re not happy with you or your service they are going to tell you. Sometimes they can be brutal. But others might not be so open and might be thinking they want ‘out’ of the business relationship […]

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4 steps to growing existing business for Client Service Directors

So you’ve reached the most senior position of your agency’s account management team and are now faced with the daunting task of having to grow your existing accounts. Where do you start? Do you have a strategy? Do you have time? Or are you too busy ‘doing the doing’? A Client Service Director’s (CSD) role […]

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Serious about good customer service? Map the client’s journey.

What is a client journey? Your client’s journey is the experience your customer has while using your company’s services; from the very first interaction you have with them to the last. It is how you speak to them, communicate by email with them, treat them in person, how your website is set up to help […]

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