Strong Bonds
Most agencies talk of client care. Few are able to demonstrate it. Our client care programme, called Strong Bonds, has real substance to it.
360° feedback
Run by the Performance Director for your account, and designed to ensure the most fruitful client-agency relationships, the 360° feedback system is the most effective way in which we can demonstrate our commitment to getting it right for the client. It works by allowing the client and the agency the opportunity to score each other on performance and accountability, using a system that is underpinned by our four business and four cultural values.
360° feedback allows us to quantify the unquantifiable, not only the agency’s performance over a period of time, but also the touchy-feely stuff that is crucial to our relationships but hard to put into words. The information we gather during 360° feedback is used to deliver a continually improved service.
Areas covered by 360° feedback include:
Account Management
Were promises met? Did we communicate effectively with our client? Did we present ourselves to each other in a professional manner? Did we facilitate effective co-administration of the account?
Innovation
Did we take our client somewhere new? If innovation was required by the client, were we given the scope to achieve it? Did the agency go too far/do too much?
Media
Did our choices save the client money in the long run? Did they produce better results? Did the client give any insight into our choices? Did the client take full advantage of our expertise?
Strategy/Insight
Did the client give us enough information to work with? Did we turn that information into a realistic strategy? Could we have dug deeper? Could the client have allowed us greater freedom of information?
Creative
Did we accurately convey the tone of the client’s business? Was our proposition correct? Did the client understand our angle? Did the client allow us to fully use our creative expertise?
Production
Did we achieve the highest quality of marketing materials desired? Did the client have an appropriate budget for the quality desired? Were we cost effective?
third party co-operation
How did we interact with third parties, such as other suppliers and other functions within the client organisation?