The traditional notion of an account executive was that of someone ordered around by the client and disdained by the agency creative. Or, they were the ones living large on ...

Too many companies think better customer service is all about adding tiers of features and service options, but new research questions that approach.

More Isn’t Better

Researchers working at ...

An agency principal lamented to me about her clients, saying, “It seems as if we’ve been in a great client drought for the past few years. Each of our ...

Agencies Can Lead Client Growth by Focusing on the End User

Agencies have long touted their abilities to help clients “get to know their customers,” to “get inside the customers ...

We often write about the nitty-gritty lead qualification process, but curation is a different approach than merely running down the checklist. It implies deeper consideration of the benefits that you ...

It happens. People leave, sometimes for personal reasons, often due to a new opportunity, and occasionally because you (or the employee) feel they no longer are a “fit.” In the ...

One thing we see all too often in small to midsize agencies is the solo account executive. This means that the agency assigns an account executive to service an account ...

Client conflict is a growing problem for agencies. Working more frequently online with remote clients nation- and worldwide, the boundaries become increasingly blurred.

This is a difficult issue for smaller ...

In an era when social media emphasizes the personal in brand/customer interactions, and one-to-one marketing is enhanced by the Internet, ad agencies have been sidelined by a loss of ...

The invoice is overdue from the client. The agency needs the money, the vendors need the money, the bank needs the money, the principal's kids need the money and ...

Asking clients for feedback regarding their satisfaction with your agency is a wonderful way to understand the things you are doing really well… as well as dig for sore spots ...