Your clients probably aren’t telling you everything

Independent client listening can help you keep clients for longer and grow their accounts.

Things we hear from agency clients

Because we’re independent, your clients will tell us things they might not tell your client services team (especially if they have a great relationship with them). Imagine what you could do if you knew what your clients were saying about you when you’re not in the room…

“We really need some help with X but they can’t help so I need to find another agency for that”

Surprise! The agency could help with that

“I just want them to bring me something new, something that shows they understand what I’m trying to achieve”

NPS was 80 (yay!) but that didn’t give them the full picture

“I know if [Bob] is on holiday because things get dropped, it’s really frustrating”

Key man dependency can be fixed, if you know it’s being felt by clients

Problems that client listening can help you fix

Our agency proposition isn’t distinctive

1

SO many agencies all sound the same. Clarity from chaos…AI powered humans…blah blah blah. Real people don’t talk like that and it’s not why your clients actually chose you vs the 417 other agencies that have contacted them this week.

Instead, get an honest and independent take from your top clients (the ones you want more of) so you can properly get to grips with what they think makes you special. Then shout that from the rooftops and do it consistently. Be you in a way that means something to them and everything will get better.

My account teams don’t have enough time to invest in getting close to our clients

2

Account managers and client services teams are under HUGE amounts of pressure to grow accounts, maintain relationships, keep everyone updated on projects and think strategically about serving their clients.

Client listening can take a little of that burden away. By getting an independent view of what matters most to them in the short and long term, they know exactly where to focus their time and effort.

We want our clients to know they matter to us

3

Nothing tells someone they matter more than asking them for their honest opinion.

By signing up for client listening, you’re sending them the message that you’re the kind of agency that invests in doing a great job for them and that you want to do incredible work for them. Who wouldn’t love that.

We’re making operational changes, I want to make sure they’re having a positive impact over time

4

NPS is nice for measuring changes in client perception over time but unless you’re polling 250+ people each time, the results can be skewed wildly by a couple of far-end responses.

We often incorporate rating questions in our client interviews, but the conversation around them allow us to really get to the ‘why’ behind the scores. You get the best of both worlds - you have data to measure the impact of the changes you make over time AND you get the tasty little nuggets that help you improve things for that specific client and spot themes/trends for you to act on at a macro level.

How it works

You intro me to your clients

You ask the client to take part (instantly making them feel like you REALLY care), and intro them to me over email.

I talk to them (online)

After booking a time that works for them, we speak for 30 mins (often, they talk for longer…clients often find they have more to say than they expected) on the topics that matter most to you and them.

You get an honest, independent view and act on it

I take you through the themes, niggles, inconsistencies, the things they wish you were doing and you decide what to do next.

Why it has to be me, not you

Your clients won't tell you the whole truth. Not because they're dishonest but because they don't want to make it awkward.

I'm independent. I have no history with them, no stake in keeping them happy in the moment. That's why they talk.

I've spent 20 years as a client of marketing agencies. I know exactly what clients think but rarely say. I can be the client whisperer that helps you grow your accounts, reduce client churn and make your clients even happier (and tell their friends).

Let's talk

Client listening packages

Our client listening work comes in three fixed-price packages. You know exactly what you're getting and what it costs.

  • Get an independent (AKA honest) view of what your most important client’s niggles, wishes and plans are so you can do something about it. You introduce me and I do the rest.

    5 client or customer interviews, key themes summary, 1 hour debrief. Delivered in 2 - 3 weeks.

    £1,750

  • Perfect for benchmarking performance and client satisfaction over time for a range of your clients.

    15 client or customer interviews, full findings report with recommendations, 1 hour debrief. Delivered in 3 - 4 weeks.

    £4,000

  • The gold standard for showing all your clients you care and for getting an in-depth, holistic view of how your clients see you. Perfect for larger agencies that want to spot trends and drive change across the organisation.

    25 client or customer interviews, full findings report with recommendations, action planning session. Delivered in 5–7 weeks.

    £6,000

For everything other than client listening, we scope each project individually to your needs and budget. Let’s talk about what you need.

Ready to stop guessing?

A 30-minute call is all it takes. No commitment — just a conversation about whether this is right for you.