Cerebra

Being a proactive and innovative contributor to any client service team requires that you familiarise yourself with digital marketing basics and developments and of course your client, but that goes without saying.

A reactive approach in managing a client’s account is certainly not the most beneficial way of going about things. Long-term futility aside, how much will you ever learn about, teach and progress your client?

I don’t believe our role as client service is to simply do what we’re told, but rather to listen, understand, challenge and better our clients’ practices. This however, requires an intimate knowledge of who they are, why they are, what they want and where they’re headed.

Something to consider is how closely you work with others (in your agency or company) in ensuring that marketing objectives are in fact aligned with business objectives. More importantly however is ensuring your clients’ very individual strategies and objectives are top of my mind when determining best tactics , best campaigns and best content for them.

Some other fundamentals I believe we should adopt:
• Listen to, and learn from clients
• Share your knowledge and educate
• Be hands-on and on the lookout for fitting opportunities
• Acknowledge your mistakes and do your all to mend them
• Set and manage expectations
• Keep your promises
• Be at all times informed about the state of the digital space (and general consumer trends)
• Perform random acts of kindness

I’m still a “newbie”, I have a lot to learn and am desperately seeking novel client service insight. Is there anything you’d want to add to this topic?