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Do the Upfront Work to Mitigate Buyer’s Remorse

Many of us have experienced buyer’s remorse. Probably more than once. It’s that sinking feeling of regret one feels after making an expensive purchase, like a house, a car, or a toy (impulse purchase) we just had to have (did you really have to have that $12,000 super-light, super-fast, super-cool road bike for your Sunday […]

Small Businesses Stay on Track by Playing Offense

Small businesses get them coming and going. Unsolicited business propositions. Coming at them via LinkedIn from companies selling new business leads, SEO services and recruiting services. Coming at them via email and text and phone calls from companies offering advertising, legal, social media and yes, public relations services too.  Coming at them from publishers moments […]

Let’s Make Shopping Small a Way of Life – Not an Event

Annually, Small Business Saturday gives consumers the opportunity to get reacquainted with companies that wear the owners’ name on the storefront, at least figuratively.  A couple of days ago, we experienced the fourth annual Small Business Saturday, always sandwiched between Black Friday and Cyber Monday (which is today), two of the biggest shopping days of […]

Even the Best Client-Agency Relationships Need Evaluations

This guest post comes to us courtesy of  Judy Neer, president and CEO of Pile and Company, a management consulting firm that specializes in client-agency relationships, and via Ad Age.  The original post ran here.  The Top Reasons Brands Don’t Review Agency Relationships and Why They Should   Even in an industry that knows the […]

The Agency-Client Relationship: Keeping it on Track

Agency-client relationships that aren’t working well tend to decline over time. Occasionally an agency gets fired over a single mishap, like a poorly executed tweet by a young staffer or a major round-up story naming all of a client’s competitors — but leaves out your client. Even if a key account team member leaves the […]

Set Agency-Client Expectations Early On or Risk Disappointment

The most important meeting an agency has with a new client is the agency-client expectations meeting.  And if during that meeting the agency team and client team aren’t as upfront and transparent as humanly possible about their expectations for each other, then expect any honeymoon period to be short-lived and D-I-V-O-R-C-E to follow.  If during […]

Preventing “Death by A Thousand Cuts” in the Agency-Client Relationship

There’s a reason many corporations prefer hiring communications professionals who have experience working on both sides of the table: as a client and for an agency. Perspective. If you have ever been the client, you know what great and lousy client service looks and feels like.  And if you later made the switch to the […]

Avoid These Four Agency Client Types at all Costs

You may have heard the expression popular among some boat owners: The two best days of being a boat owner are ‘the day you buy it’ and the ‘day you sell it.’ Others use a similar expression. Like those who have purchased a vacation home they never have time to enjoy.  Or that convertible as […]

For Agencies, Working with Clients on a Shoestring Can Be an Acquired Taste

It’s not entirely new for global PR firms like Ogilvy PR and Edelman, among others, to make a run at emerging VC-backed companies who need communications help but are on a shoestring budget.  Every few years — either just before a so-called bubble, like the dot-com boom or right in the middle of one — […]

In The New Normal, Client Retention Means Playing Above The Rim

Denial. Anger. Bargaining. Depression. Acceptance. These are the five stages of grief a PR agency (or any business for that matter) goes through when a good client takes their business to a competitor.  Each of the five stages were detailed in a recent post in which I promised a follow-up with a few ideas on […]