1 00:00:05,560 --> 00:00:05,940 All right. 2 00:00:05,970 --> 00:00:09,140 Welcome back to another episode of Agency Journey this week. 3 00:00:09,160 --> 00:00:11,700 I've got the pleasure of bringing on a special guest. 4 00:00:11,730 --> 00:00:13,940 I've got Amber McKay, who is the head of 5 00:00:13,970 --> 00:00:16,740 client services at Finley Agency from across the pond. 6 00:00:16,760 --> 00:00:18,560 Amber, welcome to the podcast. Thank you. 7 00:00:18,580 --> 00:00:20,300 Thank you very much for having me. 8 00:00:20,330 --> 00:00:22,860 You wrote an awesome blog post recently. 9 00:00:22,890 --> 00:00:24,220 They got my attention. 10 00:00:24,240 --> 00:00:27,100 I think it was like, what is an NPS score? 11 00:00:27,130 --> 00:00:29,300 And why does it matter 12 00:00:29,330 --> 00:00:34,560 which I'll go pull up here in just a second, but I want to dig into that. 13 00:00:34,560 --> 00:00:36,500 That's one of the reasons that I wanted to 14 00:00:36,530 --> 00:00:41,480 pull you on and kind of dig into what prompted you to start paying 15 00:00:41,480 --> 00:00:44,380 attention to NPS, how you've improved it, how you focused on it. 16 00:00:44,410 --> 00:00:46,540 We'll break down all those pieces. 17 00:00:46,560 --> 00:00:48,320 But first, could you just give us a quick 18 00:00:48,350 --> 00:00:52,060 overview of family agency and your role there? 19 00:00:52,090 --> 00:00:52,940 Yeah, of course. 20 00:00:52,970 --> 00:00:56,740 So finally, Agency is an inbound marketing agency. 21 00:00:56,770 --> 00:00:59,900 We're based in Canterbury, in Kent, in the UK. 22 00:00:59,930 --> 00:01:04,050 We specialize in the engineering and manufacturing industry, and we have a 23 00:01:04,080 --> 00:01:09,290 multidisciplinary team spanning digital web development, video, graphic design. 24 00:01:09,320 --> 00:01:11,340 And we are also a Platinum HubSpot partner 25 00:01:11,370 --> 00:01:14,460 as well, which runs through an awful lot of what we do. 26 00:01:14,490 --> 00:01:16,700 My role as head of client services 27 00:01:16,730 --> 00:01:19,380 is essentially to head up the account management team. 28 00:01:19,410 --> 00:01:22,490 I'm generally responsible for kind of ongoing client success. 29 00:01:22,520 --> 00:01:27,040 Project success, which means I work really closely with our management team, our head 30 00:01:27,040 --> 00:01:30,280 of Ops to kind of ensure everything runs smoothly and that we've got all the 31 00:01:30,310 --> 00:01:34,540 processes in place to consistently get the best possible results for our clients. 32 00:01:34,570 --> 00:01:38,420 Basically, I am also an account manager day to day as well. 33 00:01:38,450 --> 00:01:42,340 So I do keep my finger on the pulse, and 34 00:01:42,360 --> 00:01:46,140 I'm heavily kind of involved in the day to day, which really does help me work really 35 00:01:46,170 --> 00:01:50,660 closely with my team to kind of make improvements almost every day. 36 00:01:50,690 --> 00:01:53,660 It's busy, but it's good fun, right? 37 00:01:53,680 --> 00:01:55,120 What's the model that you have? 38 00:01:55,150 --> 00:01:57,020 So you've got account managers. 39 00:01:57,050 --> 00:02:02,120 So you're kind of overseeing a team, plus being on that team of account managers and 40 00:02:02,150 --> 00:02:05,740 are using a pod structure beneath that or shared resources. 41 00:02:05,770 --> 00:02:09,060 How's the internal team structured 42 00:02:09,090 --> 00:02:14,020 internally, our account managers, they're kind of more seen as project leads. 43 00:02:14,050 --> 00:02:18,860 So that's actually another interesting point that we're kind of looking into is 44 00:02:18,880 --> 00:02:21,700 kind of the hybrid between account management and project management. 45 00:02:21,720 --> 00:02:23,420 I'm not sure necessarily the industry kind 46 00:02:23,450 --> 00:02:28,580 of knows the difference, but we do an awful lot of product leadership. 47 00:02:28,610 --> 00:02:31,140 We're involved in the strategy, but we are 48 00:02:31,170 --> 00:02:33,960 kind of at the top of every project that we do. 49 00:02:33,990 --> 00:02:38,520 And then we manage the kind of delivery teams, but we don't have pods. 50 00:02:38,550 --> 00:02:40,820 We have myself included. 51 00:02:40,840 --> 00:02:44,020 We have three acts, three account managers, three project leads, and we kind 52 00:02:44,040 --> 00:02:45,800 of deal with all of the projects that we've got. 53 00:02:45,830 --> 00:02:50,220 We kind of just split out right in an average week. 54 00:02:50,240 --> 00:02:52,320 Then between your own client, and I assume 55 00:02:52,350 --> 00:02:57,040 you're probably interfacing with your clients on a weekly basis. 56 00:02:57,840 --> 00:02:58,700 Yes. 57 00:02:58,730 --> 00:03:03,400 How many calls between your own clients and you're managing and kind of jumping, 58 00:03:03,400 --> 00:03:06,900 I'm assuming probably occasionally you're jumping on other people's calls with them. 59 00:03:06,930 --> 00:03:08,260 Or maybe you're not. 60 00:03:08,290 --> 00:03:12,640 But how much are your week is spent on calls, then? 61 00:03:12,920 --> 00:03:17,340 Goodness me, to be honest, between internal meetings, 62 00:03:17,370 --> 00:03:23,400 which we keep in touch regularly and client calls, I'd say a good half of my 63 00:03:23,430 --> 00:03:28,500 week definitely is speaking to clients is a big part of what we do, 64 00:03:28,530 --> 00:03:32,760 especially my role as kind of making sure everything is happening as it should do. 65 00:03:32,790 --> 00:03:34,920 I do join calls with my project managers, 66 00:03:34,950 --> 00:03:39,460 but a huge part of what our project managers do is manage their projects. 67 00:03:39,480 --> 00:03:43,480 We have a lot of power to kind of crack on and get the best out of our clients, and 68 00:03:43,480 --> 00:03:45,140 we have really good relationships with them. 69 00:03:45,170 --> 00:03:49,460 So yeah, we do speak to them an awful lot, depending on the client, depending on the 70 00:03:49,490 --> 00:03:52,660 project, it might be that we speak to them to them daily. 71 00:03:52,690 --> 00:03:55,220 Sometimes it might only be weekly, smaller ones. 72 00:03:55,250 --> 00:03:59,580 It might be bi weekly or monthly, but we are regularly in touch with them, right? 73 00:03:59,610 --> 00:04:01,260 That makes sense. 74 00:04:01,290 --> 00:04:03,940 So let's talk a little bit about NPS. 75 00:04:03,970 --> 00:04:10,900 Then the reason I ask about call volume is you've got a lot going on. 76 00:04:10,920 --> 00:04:14,660 So I'm assuming that's part of where the need for NPS, the need for having say, I 77 00:04:14,680 --> 00:04:17,980 need some quantitative measure of how likely to retain these customers. 78 00:04:18,000 --> 00:04:19,000 Obviously, at the end of the day for 79 00:04:19,030 --> 00:04:25,040 agencies, the metric we're looking at is on a customer by customer base is kind of 80 00:04:25,040 --> 00:04:28,460 lifetime value, which is your indicator of how successful are we at retaining 81 00:04:28,480 --> 00:04:32,740 clients, plus up selling them, getting them on the right services and capturing 82 00:04:32,760 --> 00:04:35,260 the value that we're hopefully delivering for them. 83 00:04:35,280 --> 00:04:43,060 So NPS is kind of a leading indicator to that. But when did you decide 84 00:04:43,090 --> 00:04:47,920 what's the prompt for it? And then when did you decide to start implementing NPS? 85 00:04:49,160 --> 00:04:53,420 The NPS process for us actually is quite new. 86 00:04:53,450 --> 00:04:55,340 I became head of client services last 87 00:04:55,360 --> 00:04:58,540 year, and this is one of the first things that I ever really stumped my teeth into. 88 00:04:58,570 --> 00:05:02,340 So we really sort of started running it at the start of the year. 89 00:05:02,360 --> 00:05:06,900 It wasn't working very well to begin with. 90 00:05:06,920 --> 00:05:08,940 The initial process we had wasn't great. 91 00:05:08,970 --> 00:05:14,060 The update wasn't great, so we changed that up and that's now a really well 92 00:05:14,090 --> 00:05:18,920 practice process that we continue to replicate. 93 00:05:19,080 --> 00:05:20,940 It was a goal of mine. 94 00:05:20,970 --> 00:05:23,740 I kind of saw that as a really good way to 95 00:05:23,770 --> 00:05:26,820 start making some improvements in my Department. 96 00:05:26,840 --> 00:05:30,220 That kind of separated my role from just project management. 97 00:05:30,250 --> 00:05:35,140 It was kind of a way to improve my Department. 98 00:05:35,170 --> 00:05:40,060 But having an NPS score as a metric was kind of just one thing. 99 00:05:40,090 --> 00:05:42,180 It's a really useful benchmark. 100 00:05:42,200 --> 00:05:43,620 You can add it to business reports. 101 00:05:43,650 --> 00:05:46,220 It's something to continually measure on 102 00:05:46,240 --> 00:05:49,200 it gives a bit more of a scientific view of everything that's going on. 103 00:05:49,230 --> 00:05:54,220 But for me, it's still really only the first step for us. 104 00:05:54,250 --> 00:05:56,220 It's more asking the NPS question. 105 00:05:56,250 --> 00:05:58,820 But then getting the feedback is actually 106 00:05:58,850 --> 00:06:02,860 really important because we instantly act on that feedback. 107 00:06:02,890 --> 00:06:05,180 We kind of always we take what our clients 108 00:06:05,210 --> 00:06:09,860 say, and then we make that actionable and we go and do it straight away. 109 00:06:09,890 --> 00:06:12,340 So it means the improvements are happening 110 00:06:12,360 --> 00:06:15,100 straight away and that we're constantly learning. 111 00:06:15,120 --> 00:06:16,820 And obviously the improvements we make 112 00:06:16,850 --> 00:06:20,780 means more success internally and externally with our clients as well, which 113 00:06:20,800 --> 00:06:24,060 hopefully in turn means more recommendations to work with us. 114 00:06:24,090 --> 00:06:24,820 Right. 115 00:06:24,850 --> 00:06:29,460 Well, I guess first thing we should do here is just break down what it is. 116 00:06:29,480 --> 00:06:31,800 So NPS, I was just stand for net promoter score. 117 00:06:31,800 --> 00:06:33,340 It's a question everyone's seen a million 118 00:06:33,360 --> 00:06:40,280 times to refer this product or service to a friend or colleague. 119 00:06:40,400 --> 00:06:44,220 And then from an equation perspective, it kind of breaks down into these three 120 00:06:44,250 --> 00:06:50,300 different buckets of promoters, which are your nine s or your tens passives, which 121 00:06:50,330 --> 00:06:54,660 are the sevens or eights, and then the tractors, which are your six. 122 00:06:54,690 --> 00:07:00,300 You used a word in this post that first of all, how British? 123 00:07:00,330 --> 00:07:02,540 Second, I had the wrong impression. 124 00:07:02,570 --> 00:07:08,020 You said promoters are chuffed and loyal brand ambassadors. 125 00:07:08,040 --> 00:07:08,660 Yeah. 126 00:07:08,690 --> 00:07:13,220 I don't know why I thought chuffed meant the opposite way. 127 00:07:13,250 --> 00:07:15,700 Like, I'm a little bit upset. 128 00:07:15,730 --> 00:07:17,480 Okay. 129 00:07:18,080 --> 00:07:20,860 Now in British, chuffed means super happy. 130 00:07:20,890 --> 00:07:21,900 Okay. 131 00:07:21,920 --> 00:07:24,100 This is great to know. So what's a synonym 132 00:07:24,130 --> 00:07:28,660 for chef? Is this just, like, excited or does it mean something else satisfied? 133 00:07:28,690 --> 00:07:32,320 Like super satisfied? Like really happy. 134 00:07:32,600 --> 00:07:33,700 Okay. 135 00:07:33,730 --> 00:07:37,900 And then obviously, to get your score, you're taking your percentage of your 136 00:07:37,920 --> 00:07:40,300 promoters and subtracting the percentage of the tractor. 137 00:07:40,320 --> 00:07:41,820 So if we just make the math really easy, 138 00:07:41,850 --> 00:07:47,540 if you have ten people respond to this and you've got six people who give you a nine 139 00:07:47,570 --> 00:07:50,760 or a ten, then you got 60% of your audience as promoters. 140 00:07:50,760 --> 00:07:53,860 And if you have two people who are your detractors, that's 20%. 141 00:07:53,890 --> 00:07:55,300 So 60 -20 is 40. 142 00:07:55,330 --> 00:08:00,180 And you've got your score is of 40 on the NPS route. 143 00:08:00,200 --> 00:08:02,720 You did that much quicker than I would have been able to. 144 00:08:02,720 --> 00:08:04,140 I actually have a really handy website 145 00:08:04,170 --> 00:08:07,760 that helps you do the calculations because math. 146 00:08:08,640 --> 00:08:11,980 I've spent more time in NPS in the last couple of years. 147 00:08:12,010 --> 00:08:13,760 Okay. 148 00:08:14,400 --> 00:08:20,520 Although I like the tool itself, I think it's a handy kind of metric that you can 149 00:08:20,520 --> 00:08:22,680 use and can be somewhat centered across places. 150 00:08:22,710 --> 00:08:26,660 But there's a lot of variables which we'll get into that are challenging. 151 00:08:26,690 --> 00:08:29,060 So industry average here. 152 00:08:29,080 --> 00:08:31,700 And I think you mentioned in the post, it's around six. 153 00:08:31,720 --> 00:08:34,700 Retently put out some stuff a couple of years ago or a year and a half ago. 154 00:08:34,730 --> 00:08:39,880 Maybe the industry average services or agencies space specifically is like 62, 155 00:08:39,910 --> 00:08:44,160 and that's obviously coming from it's an NPS tool. 156 00:08:44,240 --> 00:08:47,100 Let's talk a little bit about 157 00:08:47,120 --> 00:08:50,420 some of the technical pieces, and then I want to get into impact and the strategic 158 00:08:50,440 --> 00:08:55,340 side of what you've built out. So technically, are you using HubSpot to 159 00:08:55,370 --> 00:08:59,420 measure NPS or what tool are you using to send and manage NPS service? 160 00:08:59,440 --> 00:09:00,700 So yes, we did. 161 00:09:00,730 --> 00:09:02,980 We did use HubSpot, and we used automated 162 00:09:03,000 --> 00:09:06,940 emails, which meant that people would kind of drop into workflows depending on their 163 00:09:06,970 --> 00:09:12,300 life cycle stages and any of the specific kind of categories we put them in. 164 00:09:12,320 --> 00:09:13,620 It wasn't working. 165 00:09:13,650 --> 00:09:16,540 The uptake was not great. Everyone is busy. 166 00:09:16,560 --> 00:09:20,700 People's inboxes are full anyway, so to speak. 167 00:09:20,730 --> 00:09:22,660 I am the tool 168 00:09:22,690 --> 00:09:26,540 me with my slide presentation on the call with my account manager. 169 00:09:26,560 --> 00:09:27,820 We're the ones doing it now. 170 00:09:27,840 --> 00:09:31,580 So it's technically a manual process, but it's actually not really a process at all. 171 00:09:31,610 --> 00:09:33,700 It's actually a conversation. Okay. 172 00:09:33,730 --> 00:09:35,540 So you're actually asking them. 173 00:09:35,560 --> 00:09:38,660 Are you saying that script verbatim to them a scale of one to ten? 174 00:09:38,690 --> 00:09:40,360 Yes. 175 00:09:40,760 --> 00:09:43,260 When we change it a little bit, we kind of 176 00:09:43,290 --> 00:09:45,960 use, sort of say, on a scale of one to ten or not ten. 177 00:09:45,960 --> 00:09:47,940 How likely are you to recommend us or how 178 00:09:47,970 --> 00:09:52,740 much do you love us is sometimes if we're really close to them, we might change it. 179 00:09:52,770 --> 00:09:55,060 So then they're giving you an answer. Does 180 00:09:55,080 --> 00:09:58,380 that live in a Google spreadsheet? Or where are you putting that information? 181 00:09:58,400 --> 00:10:00,620 It does live in a spreadsheet. Yes. 182 00:10:00,650 --> 00:10:04,500 We have an agency scorecard which covers 183 00:10:04,530 --> 00:10:08,480 all sorts of different metrics that we report on bi weekly, and it lives in 184 00:10:08,510 --> 00:10:10,940 there, and it gets updated every couple of weeks. 185 00:10:10,960 --> 00:10:11,620 Yeah. Okay. 186 00:10:11,650 --> 00:10:14,280 Makes sense. And then obviously there follow up 187 00:10:14,310 --> 00:10:17,820 question is, I assume you're following that up with why 188 00:10:17,850 --> 00:10:21,300 do you give the score that you give or they go, yeah. 189 00:10:21,320 --> 00:10:21,860 Makes sense. 190 00:10:21,880 --> 00:10:23,420 And then that's where you're talking about. 191 00:10:23,440 --> 00:10:27,140 We're taking actions. Then off of what feedback they give. 192 00:10:27,160 --> 00:10:27,900 Yeah. Exactly. 193 00:10:27,920 --> 00:10:28,980 That. Okay. 194 00:10:29,010 --> 00:10:30,820 Makes sense. 195 00:10:30,850 --> 00:10:34,040 How frequently are you asking people? 196 00:10:34,200 --> 00:10:38,620 So we ask all of our retainer clients at least every quarter. 197 00:10:38,650 --> 00:10:40,740 That means every three months 198 00:10:40,770 --> 00:10:44,880 we have a proper meeting with them, where we have a shortage presentation, where we 199 00:10:44,910 --> 00:10:48,060 might go over activities in the last three months. 200 00:10:48,080 --> 00:10:49,540 What's coming up over the next three months? 201 00:10:49,560 --> 00:10:51,740 What's going? Well, what's not going so well? 202 00:10:51,770 --> 00:10:54,780 And then we always ask that question right at the end. 203 00:10:54,810 --> 00:10:56,940 If they are just smaller project clients, 204 00:10:56,970 --> 00:11:00,220 we'll probably tend to ask at the end of that project on delivery. 205 00:11:00,240 --> 00:11:01,340 Yes. That makes sense. 206 00:11:01,370 --> 00:11:05,560 And then in terms of who gets surveyed, I'm assuming most of the time on client 207 00:11:05,580 --> 00:11:09,300 calls, you've got one point of contact, maybe two. 208 00:11:09,330 --> 00:11:11,760 Correct me if I'm wrong. Yeah. 209 00:11:11,790 --> 00:11:15,440 So we ask every client gets asked. 210 00:11:16,040 --> 00:11:18,740 We're in the process of asking everyone as 211 00:11:18,760 --> 00:11:21,020 we go along, but everyone will at some point be asked. 212 00:11:21,040 --> 00:11:23,040 And it will be the key stakeholders that 213 00:11:23,070 --> 00:11:26,100 deal with their project lead on an ongoing basis. 214 00:11:26,130 --> 00:11:30,060 Okay. So just to say back to you, then if you've 215 00:11:30,080 --> 00:11:34,780 got let's say you're dealing with the marketing manager at a manufacturer, 216 00:11:34,810 --> 00:11:38,900 but the VP of marketing or owner of the business, depending on the size of the 217 00:11:38,920 --> 00:11:42,380 business, is the one writing the checks, but not getting on calls with you. 218 00:11:42,400 --> 00:11:44,400 Are you sending that via email, then are 219 00:11:44,400 --> 00:11:47,600 you calling them directly at some point or just trying to pull them into a call to 220 00:11:47,600 --> 00:11:49,660 ask that question, like on a quarterly planning call? 221 00:11:49,680 --> 00:11:52,420 How are you making sure? I guess that you get the touch point to 222 00:11:52,440 --> 00:11:55,420 maybe impact the decision, but aren't on the weekly calls with you. 223 00:11:55,450 --> 00:11:56,220 Yeah. 224 00:11:56,240 --> 00:11:58,220 We're actually really lucky at finding agency. 225 00:11:58,250 --> 00:12:01,180 We work with the clients that we work with. 226 00:12:01,200 --> 00:12:01,740 In general. 227 00:12:01,760 --> 00:12:04,260 We are always in touch with the key decision maker. 228 00:12:04,290 --> 00:12:07,980 So we need to speak to the CEO BMDs or as 229 00:12:08,010 --> 00:12:11,860 you say, the people writing the checks, we are fully in contact with them. 230 00:12:11,880 --> 00:12:14,900 If they're not on the course, we retain a call for whatever reason. 231 00:12:14,920 --> 00:12:17,340 If they're busy. Yes, we would always give them a call. 232 00:12:17,370 --> 00:12:19,740 We would speak to them separately. 233 00:12:19,770 --> 00:12:21,680 As I said, the key is to speak to the 234 00:12:21,680 --> 00:12:24,540 people that you are dealing with every day because they are the ones that can tell 235 00:12:24,570 --> 00:12:28,100 you how well or how well you're not doing right. 236 00:12:28,120 --> 00:12:29,980 Okay. So let's talk about the impact. 237 00:12:30,010 --> 00:12:34,580 First of all, you wrote in here about kind of your takeaways and experience with NPS. 238 00:12:34,610 --> 00:12:38,020 So what is finally agency's NPS? 239 00:12:38,050 --> 00:12:43,760 So we are currently running at 80. 240 00:12:44,280 --> 00:12:47,260 We have approximately 25 clients that 241 00:12:47,280 --> 00:12:49,480 we're currently working with on kind of various levels. 242 00:12:49,510 --> 00:12:53,660 That number is probably bigger, but on different various levels. 243 00:12:53,680 --> 00:12:57,780 And because the process is fairly new, we are still working our way through a lot of 244 00:12:57,810 --> 00:13:01,220 those and depending on kind of where they are at their life cycle. 245 00:13:01,250 --> 00:13:03,140 But as I say that everyone gets asked 246 00:13:03,170 --> 00:13:07,900 regularly enough that we are constantly reporting on that number. 247 00:13:07,930 --> 00:13:10,020 Are you leveraging that? 248 00:13:10,050 --> 00:13:11,740 Do you know, 249 00:13:11,770 --> 00:13:18,080 it seems like that's a number that I would want to be pointing out NPS internally. 250 00:13:18,760 --> 00:13:20,700 I don't know that we've ever done a huge 251 00:13:20,730 --> 00:13:26,580 public push on it, but we should or we could, I guess, is another way to say it. 252 00:13:26,600 --> 00:13:29,900 You certainly could as well, obviously, anytime that you're picking out a metric. 253 00:13:29,920 --> 00:13:32,820 If that's not the industry accepted metric, it's hard to say. 254 00:13:32,850 --> 00:13:34,660 Well, we're Navy and someone else. 255 00:13:34,680 --> 00:13:35,920 It's all internally reported. 256 00:13:35,950 --> 00:13:37,940 So anybody can say, yeah, we're 98. 257 00:13:37,970 --> 00:13:39,680 Yes. 258 00:13:40,240 --> 00:13:42,660 But are you all using that in your market? 259 00:13:42,690 --> 00:13:46,900 It's on the blog, which is super cool that you wrote about it and put yourself out 260 00:13:46,930 --> 00:13:50,880 there. But are you using that in marketing or sales at all? 261 00:13:51,000 --> 00:13:53,500 Currently, not as a metric? No. 262 00:13:53,520 --> 00:13:57,240 But that kind of brings you back to the point of it's not that the metric and the 263 00:13:57,240 --> 00:13:59,500 number itself is only really the starting point. 264 00:13:59,530 --> 00:14:05,100 So the biggest thing for us is the feedback and then the positivity or 265 00:14:05,130 --> 00:14:09,380 the structural help that clients give us when they give us feedback. 266 00:14:09,410 --> 00:14:11,900 So a big one for us is customer 267 00:14:11,930 --> 00:14:16,440 testimonials, and we have a videographer in house and we do 268 00:14:16,470 --> 00:14:20,900 a lot of video work and a project that we obviously used to work on. 269 00:14:20,930 --> 00:14:22,720 Post code precovid. 270 00:14:22,750 --> 00:14:25,540 I was heading out and meeting with our clients. 271 00:14:25,570 --> 00:14:27,820 Now we will be doing that more again. 272 00:14:27,850 --> 00:14:33,140 And the best part of it is that is it your clients, your biggest selling point. 273 00:14:33,170 --> 00:14:35,660 So for us, the metric is the starting point. 274 00:14:35,680 --> 00:14:37,540 And then going out to those clients that 275 00:14:37,560 --> 00:14:41,220 we work brilliantly with and getting a testimonial from them, recording us, 276 00:14:41,240 --> 00:14:44,540 having an interview with them and discussing our projects and all that stuff 277 00:14:44,570 --> 00:14:48,420 and then reporting on the results of the projects which we always do. 278 00:14:48,440 --> 00:14:49,760 We post a lot of case studies. 279 00:14:49,790 --> 00:14:54,700 We post a lot of results, reports, all of that material gathered together 280 00:14:54,730 --> 00:14:58,740 with the metric is just such a fantastic story to sell. 281 00:14:58,770 --> 00:15:01,940 Right. So you are getting so many different 282 00:15:01,970 --> 00:15:06,140 questions here, but you're three quarters into running NPS. 283 00:15:06,170 --> 00:15:09,540 Now, as we're recording, this is the beginning of Q four here. 284 00:15:09,570 --> 00:15:17,800 So do clients know who aren't your clients 285 00:15:17,960 --> 00:15:20,300 or working with a different account manager know? 286 00:15:20,320 --> 00:15:21,100 Amber's on the call? 287 00:15:21,130 --> 00:15:26,520 I'm going to get asked NPS or How's that receipt conversation then? 288 00:15:28,560 --> 00:15:30,480 No. I think they see me on the call. 289 00:15:30,510 --> 00:15:34,040 They think, what have we done wrong now? 290 00:15:34,070 --> 00:15:37,980 I think, because it's part of the process now our project leads. 291 00:15:38,000 --> 00:15:39,620 We ask the question all the time. 292 00:15:39,650 --> 00:15:42,900 They expect it to come up. 293 00:15:42,930 --> 00:15:45,460 It's not supposed to be an intimidating question. 294 00:15:45,480 --> 00:15:47,300 It's not supposed to be a question where 295 00:15:47,330 --> 00:15:51,440 they suddenly think, if I'm honest, I'm going to upset someone or I'm just going 296 00:15:51,440 --> 00:15:54,820 to give them loads of great positive praise, because that's all we want to do. 297 00:15:54,840 --> 00:15:56,980 It's not supposed to be a difficult question. 298 00:15:57,010 --> 00:15:59,800 It's supposed to be a conversation staffer. 299 00:15:59,830 --> 00:16:01,940 It's supposed to open up about. 300 00:16:01,970 --> 00:16:03,700 It's meant to be transparent. 301 00:16:03,730 --> 00:16:07,960 It's meant to help our communication going forward. 302 00:16:08,280 --> 00:16:10,020 The more we ask our clients kind of 303 00:16:10,040 --> 00:16:12,900 actually, the more they get into it, and the more that they see that it's helpful. 304 00:16:12,920 --> 00:16:16,740 I think it's always a slightly strange question to be asked for the first time. 305 00:16:16,770 --> 00:16:18,500 It can put you on the spot. 306 00:16:18,530 --> 00:16:20,500 But I think if you can't answer that 307 00:16:20,520 --> 00:16:23,220 question or if it's an uncomfortable question that you're asked and you don't 308 00:16:23,250 --> 00:16:26,500 want to say it there, and then we've got words to do anyway. 309 00:16:26,530 --> 00:16:30,500 So to me, the honesty is really helpful both ways. 310 00:16:30,520 --> 00:16:33,340 And if you're not honest, everyone's doing each other a disservice. 311 00:16:33,360 --> 00:16:34,860 Really. Right. 312 00:16:34,890 --> 00:16:36,660 Well, I think 313 00:16:36,680 --> 00:16:39,740 there's a couple of things I like about what you're doing that are really cool, 314 00:16:39,770 --> 00:16:43,420 and they're different from what I would normally recommend to people. 315 00:16:43,450 --> 00:16:45,660 One is in our NPS set up. 316 00:16:45,690 --> 00:16:48,440 I want to isolate the person that they 317 00:16:48,470 --> 00:16:52,180 have a relationship from from the person who's asking the question. 318 00:16:52,200 --> 00:16:54,800 I don't want them to have to give me an answer in front of the person they deal 319 00:16:54,830 --> 00:16:58,660 with on a day to day basis, because I think that is easy to buy. 320 00:16:58,680 --> 00:17:00,260 You have to make a decision in that moment. 321 00:17:00,280 --> 00:17:01,900 Do I want to potentially offend somebody 322 00:17:01,920 --> 00:17:04,290 who I'm going to work with or talk to on a daily basis? 323 00:17:04,320 --> 00:17:07,880 And I have some type of relationship with. 324 00:17:08,400 --> 00:17:10,940 But you've mentioned a couple of different things here. 325 00:17:10,960 --> 00:17:12,250 One is it's part of your process. 326 00:17:12,280 --> 00:17:15,250 So you mentioned update rate, and what 327 00:17:15,280 --> 00:17:18,530 that normally looks like for agencies is sending out emails and nobody. 328 00:17:18,560 --> 00:17:23,380 If you introduce that to 25 clients today who've never had to do that before, 329 00:17:23,400 --> 00:17:25,010 most of the time, they're just going to ignore that. 330 00:17:25,040 --> 00:17:26,810 So the cool thing about running a services 331 00:17:26,840 --> 00:17:29,140 based business is you get to make whatever the rules are around. 332 00:17:29,160 --> 00:17:30,250 How what it's like to work with you. 333 00:17:30,280 --> 00:17:33,600 So if you set strong expectations on the front end for every new client who's 334 00:17:33,600 --> 00:17:35,520 working with us, this is just part of what you do. 335 00:17:35,520 --> 00:17:36,140 When you work with us. 336 00:17:36,160 --> 00:17:38,700 You pay your monthly bills, you show up to your calls on time and you have to answer 337 00:17:38,730 --> 00:17:41,620 your NPS survey, and those are nonnegotiables. 338 00:17:41,650 --> 00:17:43,600 You get to make those and set them up. 339 00:17:43,630 --> 00:17:46,940 And so you've forced that on people by doing it on a call. 340 00:17:46,970 --> 00:17:51,290 And then the real key is exactly what you said, which is NPS is a great metric. 341 00:17:51,320 --> 00:17:53,290 It's awesome to put on a scorecard and to 342 00:17:53,320 --> 00:17:56,050 work around and you need those central points. 343 00:17:56,080 --> 00:17:59,380 But the real magic is not asking people to survey questions. 344 00:17:59,410 --> 00:18:02,460 The real magic is, what do you do with the answers from that? 345 00:18:02,490 --> 00:18:04,460 And how do you continue to build and 346 00:18:04,490 --> 00:18:08,660 strengthen those relationships you mentioned? 347 00:18:08,680 --> 00:18:10,140 We're taking action right away. 348 00:18:10,160 --> 00:18:12,050 So someone tells you, hey, I'm an eight. 349 00:18:12,080 --> 00:18:13,770 They are passive. 350 00:18:13,800 --> 00:18:15,740 The obvious question is what's one thing 351 00:18:15,770 --> 00:18:18,530 we could have done to make your experience better? 352 00:18:18,560 --> 00:18:21,290 What's the difference? Why did you not score it lower than that? 353 00:18:21,320 --> 00:18:23,420 Why did you not score it higher than that? You got all these different follow up 354 00:18:23,450 --> 00:18:28,220 questions. Are there any specific examples that come to mind of how you've dealt with 355 00:18:28,250 --> 00:18:33,400 that feedback right away to improve client relationships? 356 00:18:33,480 --> 00:18:34,620 I think largely. 357 00:18:34,650 --> 00:18:35,940 Usually. 358 00:18:35,970 --> 00:18:38,460 I think communication is a big one. 359 00:18:38,490 --> 00:18:40,530 Sometimes if you're particularly busy 360 00:18:40,560 --> 00:18:43,800 period, communication can sometimes fall down. 361 00:18:43,830 --> 00:18:46,050 I mean, that's both sides 362 00:18:46,080 --> 00:18:50,380 a lot of the work we do relies quite heavily on client input. 363 00:18:50,400 --> 00:18:51,770 From an education point of view. 364 00:18:51,800 --> 00:18:53,380 We're working in quite a technical sector. 365 00:18:53,410 --> 00:18:57,220 So a lot of the time we rely heavily on our clients being able to give us 366 00:18:57,240 --> 00:19:00,740 information and give us answers so that we can create content or we can create 367 00:19:00,770 --> 00:19:05,940 campaigns that are technically and that are technically correct to their industry. 368 00:19:05,970 --> 00:19:08,900 So we do rely quite heavily on their input. 369 00:19:08,920 --> 00:19:10,770 And if our communication isn't strong 370 00:19:10,800 --> 00:19:15,290 enough and we don't make that clear, from the outset. 371 00:19:15,320 --> 00:19:18,940 Sometimes if things are held up because we're waiting on things from their side, 372 00:19:18,970 --> 00:19:23,040 that can be quite frustrating on both sides of it. 373 00:19:23,070 --> 00:19:26,660 So that does come up quite often. 374 00:19:26,680 --> 00:19:30,140 And once we've spoken about it, we said, how can we make that process easier? 375 00:19:30,170 --> 00:19:35,530 How can we not add to your to do list but see us as something crucial that you have 376 00:19:35,560 --> 00:19:38,090 to do every other day or something during the week? 377 00:19:38,120 --> 00:19:41,380 We work with them to make it as easy as we possibly can. 378 00:19:41,400 --> 00:19:43,620 Right. That makes sense. 379 00:19:43,650 --> 00:19:45,290 I guess a couple of questions. 380 00:19:45,320 --> 00:19:47,900 Is there a point at which let's say you're 381 00:19:47,930 --> 00:19:52,860 talking to an agency, which you are right now, obviously. 382 00:19:52,890 --> 00:19:56,140 But they're thinking about NPS. 383 00:19:56,160 --> 00:19:59,010 This conversation has been wondering, should we implement it? 384 00:19:59,040 --> 00:20:03,010 Is there a team that's too small to bother setting up NPS, or is there a point where 385 00:20:03,040 --> 00:20:07,600 you're like, hey, 25 people sounded 25 clients sounded right. 386 00:20:07,600 --> 00:20:09,570 Or ten clients would have been the right place to put. 387 00:20:09,600 --> 00:20:13,380 Is there a right place to put these tips and metrics in place and systems? 388 00:20:13,410 --> 00:20:15,330 I don't think so. I don't think so. 389 00:20:15,360 --> 00:20:17,900 I think obviously, the smaller you are, 390 00:20:17,930 --> 00:20:22,050 and we have a handful of clients that we adore as well. 391 00:20:22,080 --> 00:20:24,220 I should say, obviously, we adore working with all of our clients. 392 00:20:24,250 --> 00:20:26,460 We love all of our clients, but 393 00:20:26,480 --> 00:20:28,980 we do have a selection of clients we work with for a long time. 394 00:20:29,000 --> 00:20:30,080 We have really well established 395 00:20:30,110 --> 00:20:34,010 relationships with who would always score us really highly. 396 00:20:34,040 --> 00:20:37,090 And of course, they feed into the great score that we do have. 397 00:20:37,120 --> 00:20:40,460 But time and time again, we do great things. 398 00:20:40,480 --> 00:20:41,900 We will always have the odd thing that we 399 00:20:41,920 --> 00:20:44,180 can improve on and we can do and we continue to do better. 400 00:20:44,210 --> 00:20:49,360 But if you've only got a small number of clients and they all love you, it's going 401 00:20:49,390 --> 00:20:52,860 to inflate and you're going to look fantastic. 402 00:20:52,880 --> 00:20:54,980 But then again, that's where it comes into. 403 00:20:55,010 --> 00:20:56,500 It is just a metric. 404 00:20:56,520 --> 00:20:57,700 And that's only the starting point. 405 00:20:57,730 --> 00:20:59,140 You should always be asking. 406 00:20:59,160 --> 00:21:00,520 No matter how many clients you have, you 407 00:21:00,520 --> 00:21:02,940 should always be asking them, how well are we doing? 408 00:21:02,960 --> 00:21:05,740 What can we do better? That's the biggest part of it. 409 00:21:05,770 --> 00:21:10,460 I think maybe the metric side of things, you could probably have a limit. 410 00:21:10,490 --> 00:21:12,620 Otherwise you'll be, as I say, inflated 411 00:21:12,650 --> 00:21:15,330 and look and look much better than you are. 412 00:21:15,360 --> 00:21:17,040 But not necessarily true. 413 00:21:17,070 --> 00:21:20,740 I'm sure people are fantastic, 414 00:21:20,770 --> 00:21:24,980 but yes, I would say you do need to take that into account. 415 00:21:25,000 --> 00:21:25,900 Right. That makes sense. 416 00:21:25,930 --> 00:21:29,570 And then prep you to go down this road. 417 00:21:29,600 --> 00:21:33,050 But you mentioned something earlier that always catch my attention. 418 00:21:33,080 --> 00:21:37,380 You mentioned scorecard. Are you running on the EOS or do you have? 419 00:21:37,400 --> 00:21:38,980 Yeah. Okay. 420 00:21:39,010 --> 00:21:43,280 So on that scorecard, then, on a weekly basis, 421 00:21:45,360 --> 00:21:48,180 feel free to share what you're comfortable sharing or not sure what you're not 422 00:21:48,200 --> 00:21:51,780 comfortable sharing, but what are some of the other key metrics that you care about 423 00:21:51,810 --> 00:21:56,020 from specifically your role leading client success at an agency. 424 00:21:56,050 --> 00:21:59,400 What are some of those metrics that you care about. 425 00:22:01,080 --> 00:22:02,570 Our EOS system? 426 00:22:02,600 --> 00:22:06,700 We have all the team leaders from all of our delivery teams are in there. 427 00:22:06,730 --> 00:22:09,500 So from a digital point of view, we report 428 00:22:09,530 --> 00:22:13,780 on the number of marketing leads we've received that month. 429 00:22:13,810 --> 00:22:17,860 I think we do them bi weekly, as we report on that quite heavily. 430 00:22:17,890 --> 00:22:19,540 My NPS score is in there. 431 00:22:19,570 --> 00:22:22,420 We report on Business one that week, 432 00:22:22,450 --> 00:22:27,570 we report on our financial status, which is obviously helpful from us internally. 433 00:22:27,600 --> 00:22:29,220 The number of blogs written, the number of 434 00:22:29,240 --> 00:22:32,500 blogs published, that sort of thing because we put out there quite a lot about 435 00:22:32,520 --> 00:22:35,900 how important education is, and we do a lot of content for our clients. 436 00:22:35,920 --> 00:22:38,290 We then practice what we preach, and we do a lot of that as well. 437 00:22:38,320 --> 00:22:42,420 So we report on quite a wide spectrum of things. 438 00:22:42,440 --> 00:22:43,980 To be honest, just because we have 439 00:22:44,010 --> 00:22:49,090 everybody in our company in our agency management wise, comes to those meetings 440 00:22:49,120 --> 00:22:51,860 and reports on what their teams are doing, right? 441 00:22:51,880 --> 00:22:54,360 That's awesome. So in those blogging numbers, those are 442 00:22:54,390 --> 00:22:57,620 your internal, like the finally agency content production. 443 00:22:57,650 --> 00:22:59,480 That's awesome. 444 00:23:00,920 --> 00:23:04,420 One of the things I think I was the challenge would mention really like 445 00:23:04,450 --> 00:23:10,260 lifetime value of clients is one of the biggest metrics to pay attention to. 446 00:23:10,290 --> 00:23:12,460 The problem is, you don't know the 447 00:23:12,490 --> 00:23:16,480 lifetime value of someone until they're no longer until their lifetime is value. 448 00:23:16,600 --> 00:23:19,260 So that's what we're really trying to use. 449 00:23:19,290 --> 00:23:24,660 Nps is kind of a proxy for how likely are we to retain clients 450 00:23:24,690 --> 00:23:30,240 when you get clients who say a six or lower, they're detractor. 451 00:23:30,760 --> 00:23:35,290 What is in your playbook or what are some of your go to? What are the things that 452 00:23:35,320 --> 00:23:38,620 you are looking to do to fix? And how do you know when to draw the line between 453 00:23:38,640 --> 00:23:42,050 saying this relationship is not working? We're better off moving on from them 454 00:23:42,080 --> 00:23:47,330 versus hey, this is one that we just have an issue in communication or we haven't 455 00:23:47,360 --> 00:23:51,700 had enough time that expectations are just off a little bit here, but it's a good 456 00:23:51,730 --> 00:23:54,140 account that we should still continue working. 457 00:23:54,170 --> 00:23:56,020 It's a really tricky situation. 458 00:23:56,050 --> 00:24:00,780 I have to say, we are lucky that we've not been in that situation very often. 459 00:24:00,810 --> 00:24:04,940 And to be honest, if you have a detractor 460 00:24:04,970 --> 00:24:08,700 who is not happy, the chances are you already know about it. 461 00:24:08,720 --> 00:24:11,810 So it's not going to be a surprise when it comes to that retaining review. 462 00:24:11,840 --> 00:24:13,120 It's not going to be a surprise when you 463 00:24:13,150 --> 00:24:16,500 suddenly have that meeting to discuss the activities. 464 00:24:16,530 --> 00:24:21,180 You will know that things aren't going well, and hopefully you would have already 465 00:24:21,210 --> 00:24:24,780 been starting to do things to make that better. 466 00:24:24,800 --> 00:24:27,380 Whatever is in your power to make better, you're already doing that. 467 00:24:27,400 --> 00:24:28,780 So that when you're having these regular 468 00:24:28,800 --> 00:24:32,330 meetings, you say, Well, we've tried to do this, and here's what we've implemented. 469 00:24:32,360 --> 00:24:33,540 And here's how this has helped. 470 00:24:33,570 --> 00:24:35,090 And here's how this hasn't. 471 00:24:35,120 --> 00:24:37,290 And it's a constant iterative process. 472 00:24:37,320 --> 00:24:40,860 But unfortunately, 473 00:24:40,890 --> 00:24:44,330 you do have those clients where unfortunately, the relationship is 474 00:24:44,360 --> 00:24:48,420 for whatever reason, on whatever side is not ideal. 475 00:24:48,450 --> 00:24:53,940 We would always schedule a follow up calls. 476 00:24:53,970 --> 00:24:56,000 I would always say we can take this 477 00:24:56,030 --> 00:24:59,620 offline and you and I can have a conversation separate from the delivery 478 00:24:59,650 --> 00:25:04,380 teams and really get to get to the bottom of it and get that feedback through. 479 00:25:04,410 --> 00:25:09,090 And again, a huge part of what we do is retrospective meetings as well. 480 00:25:09,120 --> 00:25:12,560 So we're always talking about how great projects are and we go through 481 00:25:12,560 --> 00:25:15,180 retrospectives and we talk about, yes, we need to do this again. 482 00:25:15,200 --> 00:25:16,330 And yes, this is great. 483 00:25:16,360 --> 00:25:18,020 Let's replicate it. 484 00:25:18,050 --> 00:25:20,980 But you really have to focus on the negatives as well. 485 00:25:21,000 --> 00:25:22,860 You have to focus on what is not going so 486 00:25:22,880 --> 00:25:26,740 well, whether that's when a client, if when a client leaves or even if it's just 487 00:25:26,770 --> 00:25:31,620 the end of a project, there's always going to be things that you could do better. 488 00:25:31,650 --> 00:25:34,000 But I think the main point of 489 00:25:34,030 --> 00:25:39,180 communication and what we really strive to do is for nothing to ever be a surprise. 490 00:25:39,210 --> 00:25:41,620 We speak to our clients so regularly and 491 00:25:41,640 --> 00:25:43,780 we're in touch regularly in reporting all the time. 492 00:25:43,810 --> 00:25:49,940 We report monthly that if a problem comes up, we would have faced it head on, and 493 00:25:49,960 --> 00:25:53,260 it's not seen as something that will absolutely kill the relationship. 494 00:25:53,290 --> 00:25:59,980 And as I say, we try our best at all times and we learn and we keep going right. 495 00:26:00,010 --> 00:26:03,660 Okay. Let's put the script into the other side. 496 00:26:03,690 --> 00:26:07,200 Your most chuffed, your ten, 497 00:26:07,280 --> 00:26:13,000 your best promoters are there standard act you mentioned we 498 00:26:13,030 --> 00:26:17,050 care about testimonials and refer, like getting referrals back in. 499 00:26:17,080 --> 00:26:19,330 That's one of the items we're running EOS as well. 500 00:26:19,360 --> 00:26:23,760 One of the things that we look out on a weekly basis outside of NPS is on the 501 00:26:23,790 --> 00:26:27,640 scorecard as well, and NPS by service line. 502 00:26:28,640 --> 00:26:33,440 But we care about how many of those people who say they love us are actually doing 503 00:26:33,470 --> 00:26:39,420 what promoters do and promoting us as well, because it's a huge growth lover. 504 00:26:39,450 --> 00:26:42,420 Are there go to things when someone says 505 00:26:42,450 --> 00:26:49,240 they were attend like, are you going right into will you leave us a clutch review or 506 00:26:50,080 --> 00:26:54,220 do you have anybody in mind you can make a recommendation to are there go to things 507 00:26:54,250 --> 00:26:59,050 that you have or is it case by case? What's the playbook on that side? 508 00:26:59,080 --> 00:27:01,050 I think it's probably case by case and 509 00:27:01,080 --> 00:27:04,460 would largely depend on whether they're a retainer or a project client with us. 510 00:27:04,480 --> 00:27:06,180 But I think the go to for us would always 511 00:27:06,210 --> 00:27:11,000 be to at least gather a testimonial, which we would pop on our website. 512 00:27:11,120 --> 00:27:12,380 We're hot on social media. 513 00:27:12,410 --> 00:27:16,260 Linkedin is a big platform that we use for our clients and for ourselves. 514 00:27:16,290 --> 00:27:20,330 So any testimonials, any client videos 515 00:27:20,360 --> 00:27:23,090 that we do, we'll be then sharing on social. 516 00:27:23,120 --> 00:27:26,540 They become part of our marketing Journeys. 517 00:27:26,560 --> 00:27:28,540 And again, we do written case studies on 518 00:27:28,570 --> 00:27:31,050 our websites as well, where we kind of show. 519 00:27:31,080 --> 00:27:32,680 For example, if it was a rebrand, we'd 520 00:27:32,680 --> 00:27:34,760 show what the client looked like before and what they look like. 521 00:27:34,790 --> 00:27:36,660 Now we'd then include a testimonial. 522 00:27:36,680 --> 00:27:39,420 If we were lucky to have got a video with them, we would include that as well. 523 00:27:39,450 --> 00:27:43,180 And I think our website and our LinkedIn channel is 524 00:27:43,210 --> 00:27:46,860 kind of our biggest push for that sort of thing. 525 00:27:46,880 --> 00:27:48,040 One of the things I'm going to give a 526 00:27:48,070 --> 00:27:53,320 shout out here to Jeremy Wise, who runs Rise 25 along with John Corporate. 527 00:27:53,360 --> 00:27:57,220 They run the podcast right now for us. 528 00:27:57,250 --> 00:28:01,460 But one of the things that they do really well is around social proof. 529 00:28:01,490 --> 00:28:03,240 So Jeremy and I were on a Zoom. 530 00:28:03,270 --> 00:28:05,180 This is like a couple of months ago, 531 00:28:05,210 --> 00:28:08,660 and I was just telling him it's been a great experience. 532 00:28:08,690 --> 00:28:11,780 And right away he was like, in that 533 00:28:11,800 --> 00:28:13,570 moment, he was like, hey, we're on Zoom already. 534 00:28:13,600 --> 00:28:14,940 Let's just record it really quickly. 535 00:28:14,970 --> 00:28:17,620 And so it made it super easy. 536 00:28:17,650 --> 00:28:23,000 No extra friction for me to go record a 92nd or two minute long testimonial sniper 537 00:28:23,030 --> 00:28:26,570 here's been my experience working with them. 538 00:28:26,600 --> 00:28:30,140 And so that opportunity, like, in that moment, the cool thing about you asking 539 00:28:30,160 --> 00:28:33,380 folks live is you get the opportunity right then to say, hey, let's schedule 540 00:28:33,400 --> 00:28:35,740 either schedule follow up right then, or you can get it. 541 00:28:35,770 --> 00:28:38,960 Capture it in that moment. That makes a ton of sense. 542 00:28:38,960 --> 00:28:40,240 Are you normally lining up? 543 00:28:40,240 --> 00:28:43,290 I assume, especially if you're doing a longer case study, you're probably lining 544 00:28:43,320 --> 00:28:46,810 up a follow up call off of that versus recording live. 545 00:28:46,840 --> 00:28:48,600 Yes. 546 00:28:49,040 --> 00:28:50,600 Our case studies take a little bit of time 547 00:28:50,630 --> 00:28:53,660 to put together because we write the content around it. 548 00:28:53,690 --> 00:28:56,700 We go back and we pull all the stats and 549 00:28:56,730 --> 00:29:00,980 we do some sort of, like, number crunching just to kind of really Hone in on where we 550 00:29:01,010 --> 00:29:04,020 were benchmarking and then where we are now. 551 00:29:04,050 --> 00:29:08,980 But, yeah, when things are going great, we grab a 552 00:29:09,010 --> 00:29:13,050 testimonial, even if it's literally just typing away what that person has said. 553 00:29:13,080 --> 00:29:16,500 And then we can make it a testimonial later, and then they can just approve it. 554 00:29:16,530 --> 00:29:18,760 We put it anywhere. 555 00:29:19,280 --> 00:29:21,760 If it's a case that we want to do, we want 556 00:29:21,790 --> 00:29:27,000 to put them as part of our new customer testimonial video project that we have. 557 00:29:27,080 --> 00:29:28,620 We tend to put those in, and we actually 558 00:29:28,650 --> 00:29:33,480 tend to do more videoing with them during those sessions. 559 00:29:33,510 --> 00:29:35,660 So we might capture 560 00:29:35,690 --> 00:29:39,810 campaign footage at the same time as capturing our own testimony. 561 00:29:39,840 --> 00:29:41,380 So it doesn't feel like they are. 562 00:29:41,400 --> 00:29:43,260 They're just working hard to promote us. 563 00:29:43,290 --> 00:29:45,680 We will then we return the favor when we 564 00:29:45,710 --> 00:29:49,290 do some campaign work, or we have another meeting when we're there. 565 00:29:49,320 --> 00:29:53,020 And it's just kind of part of building a relationship. 566 00:29:53,050 --> 00:29:54,720 Really. 567 00:29:54,800 --> 00:29:57,810 It feels like a natural relationship builder, for sure. 568 00:29:57,840 --> 00:29:59,290 That's awesome. 569 00:29:59,320 --> 00:30:00,700 Well, Amber, this has been really fun. 570 00:30:00,730 --> 00:30:05,020 You've given folks a lot to think about and a lot of helpful feedback. 571 00:30:05,050 --> 00:30:07,700 Just first hand experience kind of running NPS. 572 00:30:07,730 --> 00:30:10,940 So let's point people to a couple of places. 573 00:30:10,970 --> 00:30:12,090 One is obviously. 574 00:30:12,120 --> 00:30:17,290 Finally, agency, which we will include in the show notes, is the agency site? 575 00:30:17,320 --> 00:30:21,800 Is there anywhere else that you'd want to direct people is the best place to go 576 00:30:21,800 --> 00:30:25,260 connect on LinkedIn, or is there a better way to reach out and connect with you? 577 00:30:25,290 --> 00:30:27,860 Absolutely no. Connect with me on LinkedIn. 578 00:30:27,890 --> 00:30:31,840 Connect with the rest of the final team on LinkedIn. 579 00:30:31,960 --> 00:30:34,020 We have our own. 580 00:30:34,050 --> 00:30:36,260 If you've heard of it, seen or heard of us 581 00:30:36,290 --> 00:30:41,660 promoting the engine room, which is kind of a webinarpodcast that we do. 582 00:30:41,680 --> 00:30:44,260 That's another great. You can follow that hashtag on LinkedIn. 583 00:30:44,280 --> 00:30:47,120 Hashtag. Finallyengine, where we give out all sorts 584 00:30:47,150 --> 00:30:51,000 of different help and advice from social media all the 585 00:30:51,030 --> 00:30:54,180 way through to web and digital and SEO and that sort of thing. 586 00:30:54,210 --> 00:30:57,620 The resource section on our website is fantastic. 587 00:30:57,640 --> 00:30:59,600 We're writing blogs all the time, and it's 588 00:30:59,600 --> 00:31:02,420 the people in our agency actually writing the blogs on their discipline. 589 00:31:02,450 --> 00:31:05,810 So we're regularly posting all sorts of new things up there. 590 00:31:05,840 --> 00:31:07,460 So, yeah, absolutely. 591 00:31:07,490 --> 00:31:10,330 Find us on LinkedIn and you won't miss us. 592 00:31:10,360 --> 00:31:13,090 We talk on there an awful lot. That's awesome. 593 00:31:13,120 --> 00:31:14,810 Cool. We'll make sure we link up to the engine 594 00:31:14,840 --> 00:31:17,800 room and all of the resources that you mentioned here. 595 00:31:17,800 --> 00:31:18,760 But, Amber, I appreciate it. 596 00:31:18,760 --> 00:31:20,740 Thanks for making time and coming on with me today. 597 00:31:20,760 --> 00:31:24,420 No worries. Thank you very much for having me. 598 00:31:24,440 --> 00:31:25,760 All right. Just enter the recording. 599 00:31:25,790 --> 00:31:28,320 Amber, you crushed it. Thank you.