The strategy for managing and strengthening relationships with an agency partner revolves around three key areas: communication, understanding client needs, and ensuring satisfactory service delivery. For communication, it involves establishing clear protocols, such as regular check-in meetings and shared platforms, to facilitate seamless information exchange and set expectations. For example, having a point of contact for specific areas can streamline communication and aid efficiency.
Understanding client needs requires deep engagement, such as conducting kick-off meetings and gathering regular feedback. Assigning dedicated Account Managers and using data analytics to track client behavior ensures that services align with client requirements and goals. This proactive approach helps anticipate client needs and tailor services accordingly.
Ensuring satisfactory service delivery focuses on quality control and continuous improvement. Implementing a service quality tracking system and staying transparent about performance with clients are crucial steps. Regular reviews and setting clear service level agreements (SLAs) help gauge performance against client expectations, while quality assurance teams monitor and uphold service standards. Providing ongoing training for Account Managers is essential in maintaining high service quality.
The strategies
⛳️ Strategy 1: Establish clear communication protocols
- Schedule regular check-in meetings with the agency partner
- Create a shared communication platform for seamless information exchange
- Set clear expectations for response times to emails and calls
- Develop a communication protocol document and distribute it to both teams
- Establish a point of contact for specific areas of cooperation
- Use project management tools to track communication and tasks
- Encourage open and transparent communication at all times
- Implement regular feedback sessions to address communication issues
- Develop a crisis communication plan for emergencies
- Regularly review and update communication protocols
⛳️ Strategy 2: Deeply understand client needs
- Conduct detailed kick-off meetings to understand client needs
- Regularly gather feedback from clients to identify shifting needs
- Assign dedicated Account Managers to specific clients
- Develop client profiles that outline key requirements and goals
- Use data analytics to track client behaviour and preferences
- Implement a client survey programme to gather insights
- Schedule regular feedback sessions with clients
- Create customised service packages based on client needs
- Track industry trends to anticipate client needs
- Foster a culture of empathy and active listening within the team
⛳️ Strategy 3: Ensure satisfactory service delivery
- Implement a service quality tracking system
- Regularly review service delivery against client expectations
- Ensure clear and detailed service level agreements (SLAs) are in place
- Establish a quality assurance team to monitor service quality
- Provide ongoing training for Account Managers on service standards
- Set up a dedicated client support hotline
- Conduct regular service performance reviews with the agency partner
- Create a client satisfaction survey and act on the results
- Develop a system for swiftly addressing service issues
- Maintain transparent reporting on service performance to clients
Bringing accountability to your strategy
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your strategy.
