Stacey Singer's guest appearances

Stacey Singer

Build a Better Agency Podcast

A Brave New Podcast

Stephen Woessner

Drew McLellan

Dorie Clark

Gene Hammett

Blair Enns

Adam Carroll

Ann Handley

Matthew Pollard

Tom Schwab

Alex Berman

Chris Prefontaine

Mitch Matthews

Jeff Coyle

Michael Gass

Bram Warshafsky

OwlTail

Stacey Singer loves agencies. She believes that when they are at their best, agencies are unmatched in the value they can bring clients. Stacey's 25+ year career has given her a unique perspective on what drives client retention and growth. She has successfully led and grown multiple agencies specializing in different marketing disciplines from advertising to market research—and in varied business situations from a 3-person start-up to a 1,000 person turn-around. Before starting her consultancy, Stacey developed and led an industry-first global, client satisfaction program for the world’s largest marketing communications company. This work gave her great insight into what clients value most and how agencies can differentiate themselves. Stacey now helps agencies keep and grow business. Her work includes consulting and training on an account, office, network, or holding company level. What you’ll learn about in this episode:  What key trends Stacey has identified within the agency/client relationship that have been accelerated by the impact of the global pandemic Why it's crucial to do the work needed to truly understand your clients' needs and pain points, and what important role client services and account managers can play in this Why there is a trend toward clients working with more and a broader variety of agencies, and why culture can be an important competitive advantage Stacey shares a favorite, easy exercise to help you better see from someone else's perspective and develop greater empathy Why your incentives, rewards and systems should be tailored to and reflect the values your company believes in What steps clients can take to maximize the productivity and collaboration of their relationships with the agencies they work with What key turning points and moments Stacey has experienced over the arc of her career, and what lessons she has learned as a woman in business leadership What skills marketers should develop to be successful today, and why soft skills can help you adapt to the necessarily nimbleness in today’s market  Additional resources:    Website: www.staceysinger.com  Stacey’s Blog: https://www.staceysinger.com/thinking  LinkedIn: www.linkedin.com/in/singerstacey/  LinkedIn:  www.linkedin.com/company/stacey-singer-consulting/  Twitter: https://twitter.com/staceysinger_nj @staceysinger_nj 

Stacey Singer loves agencies. She believes that when they are at their best, agencies are unmatched in the value they can bring clients. Stacey's 25+ year career has given her a unique perspective on what drives client retention and growth. She has successfully led and grown multiple agencies specializing in different marketing disciplines from advertising to market research—and in varied business situations from a 3-person start-up to a 1,000 person turn-around. Before starting her consultancy, Stacey developed and led an industry-first global, client satisfaction program for the world’s largest marketing communications company. This work gave her great insight into what clients value most and how agencies can differentiate themselves. Stacey now helps agencies keep and grow business. Her work includes consulting and training on an account, office, network, or holding company level. What you’ll learn about in this episode: <ul> <li>What key trends Stacey has identified within the agency/client relationship that have been accelerated by the impact of the global pandemic</li> <li>Why it's crucial to do the work needed to truly understand your clients' needs and pain points, and what important role client services and account managers can play in this</li> <li>Why there is a trend toward clients working with more and a broader variety of agencies, and why culture can be an important competitive advantage</li> <li>Stacey shares a favorite, easy exercise to help you better see from someone else's perspective and develop greater empathy</li> <li>Why your incentives, rewards and systems should be tailored to and reflect the values your company believes in</li> <li>What steps clients can take to maximize the productivity and collaboration of their relationships with the agencies they work with</li> <li>What key turning points and moments Stacey has experienced over the arc of her career, and what lessons she has learned as a woman in business leadership</li> <li>What skills marketers should develop to be successful today, and why soft skills can help you adapt to the necessarily nimbleness in today’s market</li> </ul> Additional resources:   <ul> <li>Website: <a href="http://www.staceysinger.com" rel="nofollow" target="_blank">www.staceysinger.com</a> </li> <li>Stacey’s Blog: <a href="https://www.staceysinger.com/thinking" rel="nofollow" target="_blank">https://www.staceysinger.com/thinking</a> </li> <li>LinkedIn: <a href="http://www.linkedin.com/in/singerstacey/" rel="nofollow" target="_blank">www.linkedin.com/in/singerstacey/</a> </li> <li>LinkedIn: <a href="http://www.linkedin.com/company/stacey-singer-consulting/" rel="nofollow" target="_blank"> www.linkedin.com/company/stacey-singer-consulting/</a> </li> <li>Twitter: <a href="https://twitter.com/staceysinger_nj" rel="nofollow" target="_blank">https://twitter.com/staceysinger_nj</a> @staceysinger_nj</li> </ul>

Building a Better Agency/Client Relationship, with Stacey Singer

The reality is, we spend so much time thinking and worrying about business development, and in most cases that exuberance is not really matched with the same level of excitement for our existing clients. Which is crazy because we all know that clients get much more profitable the longer we keep them. Despite knowing that – we keep making the same mistakes and jeopardizing our most important client relationships. What if we could avoid those mistakes?  Stacey Singer has a great love of how agencies combine business, creativity, and psychology. She has worked in agencies large and small and now she devotes her expertise to helping agencies build amazing client relationships that really hold up, even when things get rocky. In this episode of Build a Better Agency, Stacey and I discuss why paying attention to existing client relationships is even more important than pursuing new clients. She walks through the need to try to imagine your relationship from the client perspective, as well as specific but seemingly small things she has learned that can sometimes damage that relationship. We also dive into the need for a client satisfaction analysis, as well as why putting the client first doesn’t automatically mean blindly agreeing with whatever they ask for. Sometimes telling the client “no” leads to a stronger relationship. A big thank you to our podcast’s presenting sponsor, White Label IQ. They’re an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here.  What You Will Learn in This Episode:  Specific ways agencies mess up the client experience The need to see the client experience from the client’s perspective Simple ways agencies undermine trust with clients How to get a response from challenging clients The importance of explaining the implications for actions The error in interpreting client questions as an indication of a lack of trust The need for clear service standards How an exchange program with a client can be incredibly insightful for both sides of the relationship The danger in letting your agency needs seep through to the clients Why being invested in the client beyond just what your agency can offer can lead to more business actually How to tell the client ‘no’ but have it sound like a ‘yes’ 

The reality is, we spend so much time thinking and worrying about business development, and in most cases that exuberance is not really matched with the same level of excitement for our existing clients. Which is crazy because we all know that clients get much more profitable the longer we keep them. Despite knowing that – we keep making the same mistakes and jeopardizing our most important client relationships. What if we could avoid those mistakes? Stacey Singer has a great love of how agencies combine business, creativity, and psychology. She has worked in agencies large and small and now she devotes her expertise to helping agencies build amazing client relationships that really hold up, even when things get rocky. In this episode of Build a Better Agency, Stacey and I discuss why paying attention to existing client relationships is even more important than pursuing new clients. She walks through the need to try to imagine your relationship from the client perspective, as well as specific but seemingly small things she has learned that can sometimes damage that relationship. We also dive into the need for a client satisfaction analysis, as well as why putting the client first doesn’t automatically mean blindly agreeing with whatever they ask for. Sometimes telling the client “no” leads to a stronger relationship. A big thank you to our podcast’s presenting sponsor, <a href="https://www.whitelabeliq.com/ami/" rel="noopener noreferrer nofollow" target="_blank">White Label IQ.</a> They’re an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners<a href="https://www.whitelabeliq.com/ami/" rel="noopener noreferrer nofollow" target="_blank"> here.</a> What You Will Learn in This Episode: <ul> <li>Specific ways agencies mess up the client experience</li> <li>The need to see the client experience from the client’s perspective</li> <li>Simple ways agencies undermine trust with clients</li> <li>How to get a response from challenging clients</li> <li>The importance of explaining the implications for actions</li> <li>The error in interpreting client questions as an indication of a lack of trust</li> <li>The need for clear service standards</li> <li>How an exchange program with a client can be incredibly insightful for both sides of the relationship</li> <li>The danger in letting your agency needs seep through to the clients</li> <li>Why being invested in the client beyond just what your agency can offer can lead to more business actually</li> <li>How to tell the client ‘no’ but have it sound like a ‘yes’</li> </ul>

EP 278: How to create an amazing client experience with Stacey Singer