We offer a full–service that can handle all the marketing and advertising aspects of a business. This usually includes strategic planning, production, creativity, and innovations, as well as interactive marketing services via the internet.
1. Send a welcome pack and questionnaire
Our client onboarding process starts as soon as they’ve signed our agreement. So, we send out a welcome pack and questionnaire to bring them fully up-to-speed with our way of working, and answer any questions they might have before our agency starts delivering the work.
A welcome pack should include:
The services our client is getting
How much it’s going to cost them
Contact details for you and our team (including their account manager)
Details of who will be working on the account (or delivering the work)
We might also include timescales and turnaround times for the services provided. This helps to set boundaries and confirms expectations between the two parties.
Send a questionnaire at the same time, which asks key questions that are relevant to the work we’ll be delivering. Some of the things we might need to know include:
Their target audience, customer or demographic
Their budgets for the year
Who they consider being their main competitors
Any upcoming development roadmaps or business campaigns
The questionnaire responses can help we tailor our offering to meet the client’s needs—and make sure we’re focusing on things they’re expecting results from.
2. Schedule a discovery kick-off call
A kickoff call is a great way to get some one-on-one time with our new client.
Whether we’re picking up the phone or planning a Zoom meeting, to use our discovery call to go through the client’s questionnaire responses and learn more about why they’ve chosen to use our services.
The kickoff call can also be a great opportunity to discuss:
Previous work, and any issues that occurred. (This might include asking what a previous agency did and whether there was anything the client didn’t like, so we can avoid similar roadblocks.)
our client’s goals and any KPIs we’ll use to report on our activity.
Towards the end of our initial discovery call, it might be worth suggesting a recurring call—perhaps on a weekly or fortnightly basis—to discuss the project’s progress.
This is especially important in the onboarding stage, as we and the client get to know each other better. we want to prove we’re reputable, trustworthy and doing a good job, right?
3. Audit their existing activity
We know the feeling of being so excited to work with a new client that we’re itching to get started. But whether we’re delivering marketing or design services, it’s always good to take a look at what’s already been done—rather than diving straight in or starting from scratch.
4. Research their industry
Sure, it helps to understand the products or services our client sells. But, it’s also essential that we know a client’s industry.
During our client onboarding process, make sure we’re up-to-speed with what’s happening in the industry at present and what to expect in the coming months.
5. Hold an immersion day
Granted, online calls are good if our client is on the other side of the world—but nothing can beat face-to-face meetings for getting to know people.
If our client is within a reasonable distance, consider setting up an immersion day for stakeholders on both sides to become acquainted with one another.
Take members of our team who will be working on the account. This will help them to get a feel for our client and their business—and more importantly, the boundaries our proposed strategy needs to fall within.
The immersion day is also a fantastic opportunity to get hold of essential documents we might need to deliver our work. This could include brand documentation such as:
6. Set up reporting templates & tools
Following our discovery call and immersion meeting.
With our agreed goals and KPIs in hand, it’s time to set up some reporting templates, featuring relevant metrics to measure the success of our work.
Let’s say we’re providing paid media services, for example. If our client’s goal is to reduce media spend and boost revenue, we’ll want to look at metrics like cost-per-click, revenue and ROI.
7. Go live!
Now that the majority of our client onboarding checklist has been checked off, let’s move on to the exciting part: launching our first campaign.
8. Ask for feedback
After the initial onboarding stage has passed and we’re delivering work for the client, it can be tempting to focus only on the future. But, it’s important to take stock for a moment.
Our company works with both. We have a team in place that specializes in every category.
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