Client success is one of my main motivators at Empower, and it’s what drives me to always do better and find ways to improve my clients’ business. Of course, this is easier said than done. For starters, “client success” can be defined a hundred different ways, and achieving client success can also be done just as many. Generally speaking, when we say client success, we mean some form of growth as it relates to a KPI.

A good way to get started is knowing your clients’ business in and out. This is the core tenet of Empower’s agency values “Clients First” and “Bring the Heat”. For starters – be a brand advocate. Buy your clients’ brands. Check your brand out at the store – look at where they’re placed on the shelf, see what product is around them, and how they are different. Follow the brand on social media, and check out their content while also engaging with new posts. Try setting up Google alerts for the industry and identify how the business is trending. Talk about the brand to your friends and family – see what they have to say about it. Once you get an understanding, client success is a lot more achievable.

Data is also another important piece for client success. Knowing what worked and what didn’t is a good indicator of what we can do to transform business. Innovation is also key for client success, media trends and audience insight can increase your brands’ visibility. Marrying both data and innovation oftentimes can lead into client success by doing what works in a new way for the brand.

The last piece of ensuring client success is staying nimble and flexible. Marketing is very volatile, and at times, can change at the drop of a hat. Staying ready and anticipating different scenarios is what can set us apart from competitors.

All this in practice, I bought my first bag of beef jerky soon after I joined Empower. Within a few weeks, I became a fan and spread brand love on social media. I went to different retailers to find the product, took notes on competitors’ shelf space, and brainstormed ideas on how to increase visibility through media. Using data and performance, I introduced new tactics within channels that were successful, all leading to a 20% increase in media ROAS YoY.

All in all, it really comes down to how truly we believe in our clients’ business. Everything else can come together after!