Seven star client service consultancy
Client service excellence is a big part of our agency culture.
Our focus on silver service goes back to the day we opened our doors and today, we remain just as serious about delivering campaign efficiencies and momentum through client service, as well as business results via our brand custodian role.
Maintaining a great client relationship is the most important aspect of an account.
Client service that speaks your language
Our client service team is 100% local and representative of South African demographics.
A relationship between an agency and its client must first ignite through finding like-mindedness in culture and a spark of chemistry. But it takes daily care from the client service team to build this relationship to be robust and reliability-based in its understanding.
There is a deeply practical dimension to successful customer service and customer support. Our hands-on approach and in-depth roster of daily, weekly and monthly schedules of meetings with your team will ensure that we are all on the same page, at any given time.
Our dedicated focus on customer service ensures that we cut through unnecessary clutter and that a single-minded message between all parties concerned is achieved.
What is excellent customer service?
At E+I your client services manager is more than one person. We give you a dedicated team to take care of your advertising and marketing needs and client service centricity runs through our teams of strategy, media, creative and production specialists.
In our customer relationship management we also regulate ourselves via stringent service level agreements with our clients to ensure delivery.
We do this through:
• Account management including industry issues tracking and marketing opportunity tracking;
• Tracking of sales leads for campaigns that require this level of reporting frequency;
• Team traffic meeting to prioritise hot briefs and drive account momentum;
• Creative and media management team discussions to manage strategic and operational alignment; and
• 24/7 client service availability.
• Client status meetings with contact reports issued in 12 hours; and
• Media performance reports and tracking of sales leads for campaigns that require this reporting frequency.
• Touch base client engagement session with a focus on strategic interrogation and alignment; and
• Presentation and discussion of a monthly report to map progress against business and marketing objectives.
• Agency review that includes a formal client (including client service assessment) questionnaire on campaign and monthly deliverables efficacy; and
• Creative review between our clients and creative team at which all creative delivered during this period is assessed.
• Detailed debrief and capturing of each campaign in a case history for clients to leverage in their executive report backs.
What is the definition of client service?
Excellent client service in the advertising and marketing consultancy environment calls for a client solutions mindset.
In our field of integrated advertising and media solutions, one of the keys to efficacy is our breadth and depth of knowledge across all media channels as well as creative and production expertise. The second is our commitment to knowing your industry – inside and outside – but it is the client service skillset that is the campaign glue to ensure ultimate accountability and results.
Our client service team of account directors and account executives deal with multiple suppliers, specialists and media agencies for you.
In comparison to the large advertising agencies, our shorter lines of communication give you a distinct advantage as you get access to our strategy, media and creative executives at any time. The result is rapid decision-making and quality delivery, with another plus being that this team proactively participates daily on every account.
Adding further efficiency to your account management, our client service consultant team is one of savvy facilitators of meetings as well as strategic planning and creative workshops. And it’s our client service focus on paying attention to the detail, in the implementation of your campaign, that makes ours a seven star customer service experience.