Client Success Matters

Welcome back to Client Success Matters the podcast that dives deep into what it really takes to build brilliant client relationships and grow thriving agencies. In this episode, I’m joined by Claire Richardson-Critcher, founder of As The Crow Flies and a seasoned expert in agency new business. We get real about the state of new business in agencies today, what’s working, what’s not, and how to sto...

In this episode of Client Success Matters, Jo is joined by Stephanie Brown, Founder of On Point Marketing, to tackle a hotly debated topic in the agency world: awards. Are they really worth the time, money, and energy or just a game for the big players? Together we dig into the big questions: How can agencies decide if awards align with their business goals? What are the real pros and cons, from r...

More agencies are turning to freelancers to stay flexible, but let’s be honest, it isn’t always smooth sailing. In this episode, I sit down with freelance copywriter Jonathan Wilcox to explore what makes (and breaks) the freelancer–agency relationship. We dig into the frustrations on both sides, why a strong brief is non-negotiable, and how respect, trust, and timely payments shape the partnership...

In this episode of Beyond the Bonus, I’m joined by the brilliant Gemma Hood someone I only met recently but quickly realised we’ve been orbiting the same world for years! We dive into a hot topic in agency land: bonuses for client services teams. Are they really the best way to drive motivation, or do they unintentionally damage collaboration and long-term success? Together, we explore: Whether bo...

In this episode, we’re joined by Claire Quansah, founder of Quansah Consulting, agency operations expert, and all-around fixer—to talk about a topic that divides opinions in agency land: timesheets. With 18 years of experience leading PR and communications teams, Claire knows first-hand how timesheet data, when used right, can drive better decisions, unlock capacity, and strengthen client relation...

In this episode, I’m joined by Jonathan Leafe, a growth consultant who helps agency owners build better businesses and find financial freedom. We dive into the tricky growth stage between 10 and 25 employees — what Jonathan calls the “fear of 13” — and why getting your processes and systems in order at this stage is crucial. We explore the balance of hiring, the importance of realistic forecasting...

Procurement is one of the biggest pain points for agencies - often seen as a cost-cutting machine that makes winning and growing client relationships even harder. But what if you could work with procurement, not against it?   In this episode, Jo Rogers sits down with Stuart Dunk , a former marketing procurement leader at global brands like Nike, Danone, Reckitt, and Betfair. Now running Don’t Forg...

In this episode, I sit down with award-winning marketing leader and fractional CMO, John Lyons, who brings over 25 years of experience working with global brands like The LEGO Group, Deutsche Bank, and Manchester United. With a unique perspective from both agency and client sides, John shares invaluable insights into what makes client-agency relationships thrive.   We explore how empathy, trust, a...

In this conversation, Jo Rogers speaks with Lucy Knox , founder of Alpha Alae, about the critical role of financial acumen in client services within agencies. They discuss the importance of training client services teams to understand financial processes, the impact of revenue recognition on agency profitability, and best practices for collaboration between client services and finance. The convers...

In this conversation, Jo Rogers speaks with Bella Hegarty, Director of Client Experience & Operations and Kev Milnes, Founder of Liberandum about the importance of mental health and stress management for agency founders. They discuss the challenges faced by agency leaders, the impact of burnout, and the benefits of taking time off to reconnect with oneself. The discussion highlights the need f...

Today's episode is packed full of insights from Andrew O'Sullivan, Creative Director at Transmission on how to build a seamless briefing process. From how to start the process of changing the briefs, what to include, to alignment across departments, ensuring the CS team understand how and why to fill out the brief properly and finally rolling it out. This is such an important podcast to listen to...

On today's episode of Client Success Matters podcast I have with me Carla Leighton , Senior Marketing Manager, Fujitsu who moved over to Texas, USA at the beginning of this year.   Carla shares her insights on transitioning from the UK to the US market, highlighting key differences and strategies in global marketing and delves into the cultural and business differences between the two, providing v...

On today's episode I was joined by Rosie Barker, Head of Client Services at Footprint Digital They are doing some amazing things at Footprint, ao I was really keen to get Rosie on to share what brilliant initiatives they have in place to ensure that their team are provide strategic guidance to their clients to ensure long lasting relationship. We cover: The strategic role of Relationship Managers:...

I Believe in the Power of the Brief   James Kissell, Global Head of Agile Marketing at Fujitsu joins me on today's episode. He has recently just judged Campaign Magazine’s Agency of the Year Awards 2020-2023 for Asia Pacific and has a wealth of experience with agencies. Today we discuss: What are the key qualities that make an agency stand out above others? Do you think clients are also responsibl...

Simple answer… answer the brief! Max Gordon, Senior International Marketing Manager from Tanium uncovers his biggest learnings from moving agency side to client side. We discuss: Biggest take away from working with agencies What are you looking for in an agency How to get your response to brief hitting the mark Untapped opportunities Agency War story

I Don’t Want An Agency To Be Too Big To Care Joanne Chidwick, Snr Marketing Director shares her insights into what contributes to a long lasting agency relationship. We explore: How Joanne chooses an agency What she looks for in an agency Implications of expectations not being met How to create a collaborative environment with your agency Agency War story

45% of agencies cite referrals as the most effective way of picking up new clients, BUT a huge 66% of agencies haven’t implement a systematic strategy to increase the number of referrals. Today I speak with David Plunkett of Collaboration Junkie to discuss: How to make it not feel icky The importance of building a culture of referrals Where can referrals come from What to do if the answer is no! T...

Jess White, a fractional Marketing Director who is an experienced, senior marketing & events specialist joined me on the podcast today to discuss her view on agencies/ client relationships.   Having worked with both clients and agencies, she has a unique insight into what works best and what are the pitfalls that many agencies are falling into. We discuss: Things agencies fail to understand wh...

I have the wonderful Remeny Armitage from Brilliant and Human on the show today. Remeny has a passion for supporting businesses in understand what their clients and teams really think about them, with the goal of turning their clients into advocates. We discuss: Why agencies shy away from asking their clients what they think about them? Benefit of using an outside organisation to conduct these cal...

I had the wonderful Ellie Hale, Director of People and Partnership at Ecce on this episode of the podcast and this episode gives all the feels. What an incredible women Ellie is and I feel very privileged to have had her on the show. In the wake of International Women's Day this conversation couldn't have been more timely.  We discuss: The Importance of Women in Leadership Roles Championing Women...

Communication is key in any relationship, especially when you want to build trust with a client and when handling difficult situations. Today I cover off 6 key skills that will help you with clients and in everyday interactions: Active Listening Paraphrasing Asking open-ended questions Mirroring Validating and Empathy

Today Natasha Gay, a Senior Account Director joins me to discuss how to build sustainable, long lasting relationship with your clients and the benefits that come from it.   Not only does having a good relationship with your client increase your chances of retaining them and growing them, it also enables you to be able to have hard conversations about project deliverables, or invoicing or asking th...

In today's episode I will be discussing why the process of onboarding your clients is so important and the steps you should take to onboard your clients effectively. Follow me on LinkedIn for more insights on Customer Success.  

In today's episode I will be discussing: What is Client Servicing How it’s relevant to growing your business How that function looks particularly in an agency What to look for when hiring someone for that role