IN THIS EPISODE…
Creativity is not just a buzzword; it’s a strategic asset in the dynamic marketing space. But how can you strike a balance between a client’s expectations and delivering groundbreaking, innovative work? Can a well-designed onboarding and project management framework bridge the gap between creative aspirations and business objectives?
Join Jenny Ridenour in this episode of Matters of Creative as she chats with Rachel Brown, the Customer Experience Manager at M Agency, who uncovers the facets of client onboarding, management, and retention in today’s digital landscape. Rachel illustrates the crucial role played by client feedback, the impact of having a dedicated liaison to navigate creative execution, and the value of a robust onboarding process, ensuring each project’s integrity from start to finish.
Rachel Brown crafts exceptional customer experiences and drives projects from concept to creation at M Agency, leveraging the agency’s solid onboarding framework and years of experience in the industry. She provides an insider’s perspective on cultivating productive client-agency relationships, narrating her transition from a creative producer to a customer experience manager. She explains that to ensure the success of a project, a company needs to establish trust, ensure that everyone’s goals are aligned right from the start, and give importance to onboarding details, such as using tailored client questionnaires and implementing effective communication strategies. Rachel’s approach underlines the significance of empathy, interpersonal connection, and transparent communication in managing challenges and maintaining project momentum.
Listen today for inspiration on delivering collaborative project experiences that exceed expectations.
ABOUT OUR GUEST:
Rachel Brown is the Customer Experience Manager at M Agency, a brand identity and advertising design agency specializing in interactive, digital, and print media. With over eight years of experience in journalism and public relations, she started her career as a creative producer and now excels in project management. At M Agency, Rachel is pivotal in ensuring the seamless execution of projects from conception to completion while maintaining close client connections. Outside of work, she contributes to the Tacoma community through her board membership at the Tacoma Youth Symphony and supports the Rainiers as an ardent fan.
Learn more about Rachel:
https://www.linkedin.com/in/rachelbrown253/
Here’s a Glimpse of what you’ll learn:
- [2:53] Rachel Brown explains how she connects clients’ visions with creative campaigns
- [4:12] M Agency’s comprehensive onboarding process for aligning team and client goals
- [9:49] The value of tailored questionnaires for extracting client preferences and objectives
- [10:25] Onboarding preparation tips to ensure a project’s success
- [15:50] How does direct communication enhance the client-agency relationship?
- [17:44] Rachel’s strategy for proactively tackling potential project issues
- [21:09] What drives Rachel’s passion for meaningful work in the marketing industry?
RESOURCES MENTIONED IN THIS EPISODE:
- M Agency Website | Instagram
- Rachel Brown on LinkedIn
Quotable Moments:
- “Our onboarding is a very detailed process to get as much information as we can before the work starts.”
- “The thrill of finding what pieces to put together to solve the puzzle sparks creativity in my work.”
- “Direct communication with clients throughout the creative process ensures we are always hitting the mark.”
- “Too much information is never too much when it comes to providing our team with client insights.”
- “It’s all about the experience and the meaning behind the projects we undertake.”
Action Steps:
- Start your onboarding process with an open and in-depth conversation about the goals and vision: Initiating open dialogue creates a solid base for expectations and project outcomes.
- Fill out questionnaires thoroughly to communicate your preferences and objectives clearly. Detailed responses ensure that creative services align with the client’s needs.
- Leverage direct communication tools like phone calls or meetings to clarify feedback or concerns: Real-time conversations can resolve misunderstandings faster than email exchanges.
- Share your project insight regularly to keep the entire team aligned with evolving goals: Continuous communication can adjust strategies and sustain project momentum.
- Embrace the project’s journey by involving yourself in the creative process: Engaging creativity helps to foster a deeper connection with your project and ensures personal and brand authenticity.
SPONSOR FOR THIS EPISODE…
This episode is brought to you by M Agency, a full-service creative marketing agency in Tacoma, Washington.
We are a strategic partner for companies wanting to build memorable brands, websites, and marketing campaigns.
Our team of creative professionals leverages their unique talents and skills to provide various branding, design and development, marketing, and creative services.
If you’re ready to take action with your marketing, visit https://whatisyourm.com/.