The Importance of Client Communication

Keep up with the very latest developments in the digital marketing world

By Beth Moore
on 9/1/13

I am an account manager at Return on Digital and despite being the ‘newbie’ at the company after only joining the team a couple of months ago in November, I have been working in the world of digital for five years now and understand why communication with clients is of the utmost importance! After all, when you've signed up with a digital marketing agency that is going to undertake your digital marketing on your behalf, it is a little scary! You have to put your faith into that company and what they are advising to do, whether it be; search engine optimisation, content marketing, paid search or social media.

One of our key values here at Return on Digital, is to put our clients at the centre of what we do, hence the reason why we keep in regular communication with our clients. Through regular communication we really get to know and understand our clients and their businesses. I work within the business development team, I am already aware and have been briefed about new clients before they come on board. I am then able to ensure a welcome call or meeting is arranged to introduce them to the team who will be working on their account, explain the next stages of their project and answer any questions they may have. As a result, I am one of the main points of contact who ties all the teams together, whilst clients are more than welcome to liaise directly with individual team members about aspects of their project; I am essentially the project manager to ensure the campaign remains on track and clients are kept up to date.

A key part of my role is to guide clients through the digital marketing process and help them to understand what it is we are doing, and in a way: hold their hand along the way! My belief is that if you are regularly aware of what and why certain work is happening, as well as having someone to contact whenever you are unsure, you have a feeling of reassurance that things are headed in the right direction. E-mails are a great and efficient way of communication, but my passion is to talk to clients as much as possible to help build a good working relationship so that they have the trust factor and can fully understand how we are helping their business. At the end of the day, the main reason for being one of our clients is to see a return, and there is no better feeling for myself as an account manager and the rest of the team, than to see a client benefiting from the results of our service!