Resetting the client-agency relationship

What were your main takeaways from the Marketer’s Manifesto?

 

Chilcott: “It was reassuring to hear consistent themes coming through as well as a shared commitment to be better on both sides.”

 

Kudhail: It felt clear from the results that agencies and clients want the same thing: deliver great ideas with a proven effectiveness track record. But what was surprising was seeing some of the results suggesting clear misalignment in the areas to get there. In some cases, there were clear call-outs about clients being oversold to and under-delivered by agencies as well as an appetite for the agency side just to win awards. No agency leader would want that for their business or be seen to be representing that. But data tells us what we often don’t want to know, so I hope the spirit of what both parties want to achieve can be found.”

 

Al-Zaidy: “The best agency-client relationships are founded on mutual respect, a deep understanding of each other’s business, and driven by a passion for the brand and its success.”

 

Rubinsson: “I thought that there would be much more of a disagreement between how clients and agencies see the relationship. We were much more aligned in the discussions. The pledges also cover a wider area of topics than I expected, which point out how complex and nuanced the relationships actually are.”

 

What long-term impact can a manifesto have on the relationship?

 

Chilcott: “Long-term impact depends on long-term conversation. We need to consistently get the right people around the table and coalesce these discussions into meaningful actions.”

 

Keane: “It is a hugely powerful reminder of the potency of the partnership between client and agency when goals, objectives, and outcomes have to be clarified, then agreed upon and, importantly, committed to. Getting it right will be to our mutual benefit.”

 

Kudhail: “I believe in strong alignment on the shared goals between client and agency from the get-go. Ultimately, we all have the same mission: to create great work that is truly inspiring and effective. If that shared mission is built collaboratively on a solid foundation, then there is less room for confusion, but more agreement in the areas to challenge and fix.”

 

 

Has the exercise changed the way you view the relationship?

 

Rubinsson: “We are taking actions on how to work with one of the pledges: ‘Collapse the space between the dream and the reality’. That's a fantastic subject to work around together with clients.”

 

Al-Zaidy: “It's been a great reminder that, as in our private lives, agency-client relationships must never be taken for granted. They need nurturing and growing.”

 

Chilcott: “As we move through the planning cycle for the year ahead we’re putting greater focus on getting the balance right in terms of expectations against budgets; delivering the most impactful work, while helping make the account profitable for our agencies.”

 

Keane: “It has renewed our vigour and refocused our intention to create the most positive and mutually beneficial relationship possible.”

 

Kudhail: “We can learn so much from just listening to other perspectives. Agency partners provided an insiders’ view of how they approach problem-solving, which is so often behind the curtain of what the client doesn’t see. In one instance, they spoke passionately about empowering account management teams more; being on the other side it was unfamiliar territory for me.” ”

 

Client-agency harmony, where both sides are striving for the same goals, provides the platform for better creative and improved returns. After all, as Kudhail says, “Ultimately, we all have the same mission: to create great work that is truly inspiring and effective.”