Client interviews are the most powerful way to improve your agency

But 70% of agencies don't do them.

Keir is outstanding. A man with integrity, passion,
energy and in addition, he is an extremely nice person.

Sir Nigel Bogle, BBH Founder

HOW DO I HELP AGENCIES?

Clients hold the key to your success. They experience your agency as customers. They see your work, your people, your culture. They know what's good, what's bad, and where the value is. Importantly, they know why they choose to spend their money with you.

I help you understand this better so you can enjoy clients who will spend more, stay longer and have a huge positive impact on the culture of your agency.

AS A RESULT OF RECENT CLIENT EVALUATIONS

As a result of recent client evaluations

A significant relationship issue was identified in an agency’s key account

A procurement director communicated they were strangling agency spend

A brief worth over £200k was openly offered to the agency

A creative director was moved from a key account due to bad chemistry

A strong desire for a US office was openly voiced by key clients

“Keir's knowledge, expertise and emotional intelligence make him the perfect partner for any Client Relationship Evaluation. Keir's innate ability to inject trust and build rapport, while staying impartial, make the outcome of any interviews with C-suite stakeholders invaluable.”

ALE CABRA, CLIENT EXPERIENCE DIRECTOR, RUFUS LEONARD

Key benefits

Complete 360° view of client
satisfaction across all clients

Unbiased opinion on agency
processes, teams, and talent

Early warning system on blind
spots and relationship troubles

Deeper understanding of the
drivers of client satisfaction

Objective pov on how agency
culture is perceived by clients

Helps identify areas for organic
growth and new capabilities

Key benefits

Complete 360° view of client satisfaction across all clients

Unbiased opinion on agency processes, teams, and talent

Early warning system on blind spots and relationship troubles

Deeper understanding of the drivers of client satisfaction

Objective pov on how agency culture is perceived by clients

Helps identify areas for organic growth and new capabilities

WHY DO AGENCIES WORK WITH ME?

Proven Methods

Each evaluation process is bespoke to an individual agency and tailored to their precise needs. No copy and paste discussion guides. No copy and paste client questionnaires. Qualitative research as a preference to quantitative. My methods are proven across creative, media, tech, and PR agencies and I work with large, small, and very small agencies.

Agency expertise

I know agencies and I understand what success looks like. Why? Because I’ve been fortunate enough to spend the majority of my career working at some of the world's most respected agencies, including BBH (Publicis), Essence (WPP), and agency.com (Omnicom). I learnt my trade at some exceptional agencies.

Client understanding

My understanding of the complexities of a client/agency partnership comes from years of experience on the front line. I have had the great fortune to lead and negotiate global agency relationships with some of the world’s most sophisticated businesses, including Google, HP, Nokia, Unilever, British Airways, NBCUniversal...

Flexible model

No lengthy contracts, no retainers, just a simple one-off evaluation cost, fixed upfront, and accompanied by a clear timeline and set of deliverables. All feedback, recommendations, and action plans are specific to the agency and therefore actionable and effective.

WANT TO INCREASE CLIENT SATISFACTION?

ABOUT ME

My expertise in client/agency relationships comes from 25 years working on both sides of the marketing fence. I’ve run agencies, managed flagship client relationships, and led stellar teams to every creative and marketing award there is.
My belief is that agencies are missing out on a wealth of opportunity, and putting themselves at relationship risk, if they do not run a dedicated, client relationship evaluation process. Not a once-a-year survey no-one prioritises, a formal, and impartial deep-dive to determine relationship performance.
Agencies I work with find the intelligence invaluable, using it to inform both their business strategy and day-to-day decision making. That’s why I started my business; to help agencies laser focus on their clients, because happy clients spend more, stay longer, and have a huge positive impact on the culture of an agency.

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