5 Secrets of Effective Client Communication (Part-1)

Believe it or not, client communication is way too important than you think, especially in this modern era of digital marketing strategy. We deal with a numerous digital marketing agency in a regular basis and more than 90% of our clients pass somewhat an hour a week on reporting. And here reporting does not mean account management or optimizations, it only means reporting. Allen Ezail Iverson, widely known as ‘the Answer’, a former American basketball player, said that that practice was important to his role. You’d better be getting all the time you can spend on reporting, by making sure that you’re communicating the value really providing to each client.

So, what does it take to communicate with clients and customers—the right way? After getting valuable opinions from a large number of expertise, here are five essential points of client communication brought for you:

1. Transparency

Transparency is the ultimate point on this list. Your communication with your client must be transparent with a view to keeping a good communication. You always have to show the picture to your client as it looks like. It doesn’t matter if it’s good or not, you should tell them exactly what and when they need to know.

There are two sides of the importance of transparency. Firstly, most importantly, you can’t forget that you’re accountable for the success of else’s business. It is someone others’ hard-earned money that you’re spending. They have the right to know what’s yielding and what’s not.

Secondarily, transparency gives you more security in the greater future. Bad things will always go back to the responsible person. It’s okay if you make a mistake but it is not okay if you don’t get it out in the open as soon as you can. There’s nothing to be worried about because it’s not that hard to be transparent as it sounds like. At the time of going over performance metrics you need to share your screen with the client. It’s hard to be unfair if you always stay under their surveillance.

There’s a term called Granular in the context of account management that gets heard often. It is usually used to describe well-structured ad groups but it is also relevant to the topic of transparency. It is not enough for you to show your clients your spending at the account level, you need to walk them through the details. You need to be clear about the amount you’re spending on different initiatives at specific points in the marketing funnel. You need to be as thorough as you can through making conversations.

2. Empathy

It is really hard for anyone to be a happy face to client always. But having empathy is one of the significant parts of being a client manager.

It is so true that one needs to consider himself a legitimate part of the business he serves. It will be easier to gain better if you feel more engaged by the work. Thinking yourself as a team member binds you with commitment, commitment to your clients as well as to yourself. And putting yourself in their shoes makes you more aligned with the ultimate goal: growing the business. There is another benefit out of it; you get to understand your clients’ perspectives actively which will inform how you communicate results to them. Most of the clients often want to get the bird eye view of performance. And it’s your responsibility to provide them with accurate updates as they are busy running their businesses and they have a few times to think about digital marketing. I mean that’s why they hired you in the first place.

To be honest, that gap between running a business and working in digital marketing is at the core of the next pillar.

Continue with part 2 . . . .

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