Losing clients not only impedes growth, it’s bad for agency morale. Yet agencies frequently miss the warning signs of a client relationship in distress. In 2015, after a series of client losses, TBWA\WorldHealth took a radical approach. They set the goal of 100% client retention. The agency identified 11 early warning signs of a troubled relationship, as well as a unique approach to proactive performance management called Client Success Plans. This approach has dramatically reduced client churn resulting in 100% client retention since program rollout.
On February 5, join Robin Shapiro, Global President and Kristen Gengaro, Managing Partner, TBWA\WorldHealth who will discuss the 11 early warning signs and will highlight elements of their proactive Client Success Plans process that have helped the agency proactively address relationship issues before they result in a client loss.
This webinar will teach you how to identify the top warning signs of a client/agency relationship in need of extra attention and how to put proactive tools in place to change the outcome.
- Learn the 11 warning signs of a distressed agency/client relationship
- Why agencies often miss the warning signs of a client/agency relationship in need of extra attention
- How you can prevent a client loss and change the outcome by identifying the warning signs early and putting proactive measures in place.
Who should attend:
Anyone in the agency who regularly interfaces with clients: account, creative, strategy, and project management.
About Robin Shapiro:
Robin leads global operations for TBWA\WorldHealth. As the Disruption® Company, TBWA helps brands break free from conventional thinking and realize a more purposeful and profitable future. She believes the best results are born of a healthy agency/client partnership and a shared focus on continuous improvement.
Robin began her career as a copywriter 26 years ago and rose to the position of chief creative officer before moving into her current role as president. She credits her success to a fierce focus on growth and a passion for talent development. In close partnership with her leadership team, Robin has created an environment in which innovation, creativity, and positivity thrive.
About Kristen Gengaro:
As Managing Partner, Kristen leads the US operation for TBWA\WorldHealth, and has the responsibility of providing overall leadership for internal teams and clients. As part of the leadership team, she has led the agency’s turnaround efforts as it relates to transforming agency/client relationships and driving retention.
Over nearly 20 years in the industry, Kristen has worked in 3 functional disciplines, namely advertising, digital strategy, and medical education. This well-rounded background has allowed her to serve clients in a global brand stewardship role—building strong relationships with partner agencies and putting the brand first in all engagements