How can your creative agency thrive in an evolving industry? The current state of the industry demands creatives to learn strategies for growing a creative business and building stronger client relationships.

In this episode of The Agency Blueprint, I’m joined by Emily Cohen and Hunter Vargas to discuss the state of the creative industry, the growing importance of transparency and collaboration, and more. Emily and Hunter, a mother-daughter duo behind Casa Davka, have over 30 years of combined experience. Emily's extensive background includes partnering with 500 top firms, while Hunter brings expertise in marketing and project management.

Listen in to learn how to leverage AI as a tool in your agency while appreciating the importance of the human touch. You will also learn how to overcome downward pricing pressure by emphasizing value and standing firm on fees.

Key Questions:

• [01:35] What are the biggest challenges agencies are facing today?
• [05:05] What are your thoughts on where the industry is headed in the advent of AI?
• [10:05] How can agencies defend their value and pricing against client pushback or competitive pressure?
• [18:48] What’s your advice to agency owners on how to approach value-based pricing?
• [25:19] What’s your advice to a growing boutique agency in terms of defining their niche and positioning their expertise?

What You’ll Discover:

• [01:54] Challenges creative agencies face today, including market saturation and the importance of positioning.
• [02:45] How transparency and collaboration between agencies are elevating industry standards and fostering collective growth.
• [05:14] How to embrace AI as a tool to enhance creativity and efficiency and leverage it for business development.
• [09:03] Understanding marketing as a human connection and creativity’s emotional depth cannot be replicated by AI.
• [10:32] How to overcome downward pricing pressure by emphasizing value and standing firm on fees.
• [11:27] Why you must develop negotiation skills and educate business leaders on the value of design to ensure fair pricing practices.
• [14:42] The importance of knowing who you are and becoming an expert to make strategic business decisions.
• [17:15] How to strategically build trust with clients and maintain a healthy mindset when clients choose different directions.
• [19:10] Tips on how to approach value-based pricing, including asking clients for their budgets early on.
• [22:50] How avoiding assumptions and asking questions can elevate your expertise and contribute to better outcomes for clients.
• [25:53] How to define your niche and position your expertise to maximize opportunities and growth.
• [28:42] How defining your differentiators wholistically can set you apart in a crowded marketplace.

Connect with Emily &Hunter:

• Website
• Hunter’s LinkedIn
• Emily’s LinkedIn

How can understanding client behavior and refining your processes transform your approach to retention and growth? By identifying behavioral cues that indicate potential churn, agencies can take preemptive steps to retain clients.

In this episode of The Agency Blueprint, I’m joined by Masud Hossain to discuss churn indicators in agencies and how to improve client retention. Masud is the CEO of Queue, a platform designed to streamline agency operations. He’s a first-generation immigrant from Bangladesh and his entrepreneurial journey began with coding at age 12 to launching and selling his first startup A Sense of Life for $10 million during his residency.

Don’t miss this value-packed episode to learn more about the importance of clear communication, the impact of onboarding, and strategies to improve client relationships.

Key Questions:

• [02:11] What are the top reasons why agencies are experiencing client churn?
• [07:29] Does agency specialization help deliver higher-quality work and reduce churn?
• [13:49] What are the most effective ways for agencies to combat churn outside of communication?
• [18:34] Are there specific language, tone, behavior, or metrics agencies or clients use that indicate the potential for churn?

What You’ll Discover:

• [02:20] The top causes of client churn, include poor communication, low-quality work, and mismatched expectations.
• [05:15] The importance of proactive communication and how simple updates can significantly impact client retention.
• [07:51] The challenges of productized services and their higher churn rates compared to specialized services.
• [10:01] How proactive agencies reduce churn by identifying clients at risk and suggesting improvements.
• [12:40] How high-growth agencies with proactive account managers reduce churn by 5–7%.
• [14:00] The importance of effective onboarding, including understanding client design preferences and setting clear expectations.
• [17:35] Best practices for new client communication, including keeping updates frequent but concise.
• [19:04] How to improve your client communication styles and handle disagreements respectfully.
• [21:38] Understand that rapid response times may demand dedicated account managers to avoid disrupting creative processes.

Connect with Masud:

• Website

How can your business stay resilient during potential economic downturns? How do you navigate both micro and macroeconomic shifts while safeguarding your business? Many businesses thrive during booms but fail due to poor adaptability when conditions change, and the only way to avoid this is by staying prepared.

In this episode of The Agency Blueprint, we discuss strategies for agency owners to prepare for business sustainability during economic downturns. We explain how to build resilience through diversified revenue streams, effective cash flow management, and contingency planning.

Listen in to learn how to maintain a balance with cash reserves, ensuring enough for operational stability without overexposing the business to unnecessary risks. You will also learn ways to evaluate and adjust your financial strategy based on revenue and operational expenses.

Key Questions:

• [00:34] How do you ensure you’re not entirely beholden to the economic shifts and challenges created by potential economic downturns?
• [01:09] Are you dependent on the economy’s performance, or have you built safeguards to maintain stability during downturns?
• [06:07] Do your current cash reserves allow flexibility without making scarcity-driven decisions? If not, what steps can you take to adjust?
• [16:11] Are you targeting the right market or offering the right services, or is it time to pivot to a more sustainable niche?

What You’ll Discover:

• [01:09] The importance of identifying whether your business is dependent or independent of the economy’s performance.
• [03:20] Why adopting a proactive mindset beats fear-based reactions during uncertain times.
• [06:07] The importance of maintaining 2-3 times your operating expenses as cash reserves to avoid scarcity-driven decisions.
• [09:18] Understanding when to consider lines of credit or loans and why they’re not best suited for operational expenses.
• [11:20] Key areas to evaluate and adjust your financial strategy based on revenue and operational expenses.
• [14:12] The hard truth about layoffs and the consequences of failing to prioritize lead generation.
• [16:11] How to recognize when to explore new markets or services to maintain business growth.
• [17:17] The common mistake of cutting off the marketing budget most businesses make and why you should double down instead.

How do you effectively engage potential clients in today’s crowded market? Have you heard of omnichannel marketing? This approach integrates multiple channels into a cohesive strategy that consistently engages prospects.

In this episode of The Agency Blueprint, I discuss the power of mastering the omnichannel marketing strategy in a competitive landscape. I explain the psychology behind multiple touchpoints and how they help manage customer skepticism in a saturated market.

Don’t miss this episode to learn more about building client personas and the importance of consistent messaging across all platforms.

Key Questions:

• [01:15] What is omnichannel marketing, and how is it used?
• [01:15] Which multiple channels can your business use to reach your ideal clients effectively?
• [05:22] Which marketing strategies best suit your current resources and lead generation needs?
• [07:34] Have you developed a detailed persona for your target audience to build aligned marketing strategies?

What You’ll Discover:

• [01:15] The concept of omnichannel marketing – using multiple channels to reach your ideal audience seamlessly.
• [02:59] The psychology behind multiple touchpoints and how they help manage customer skepticism in a saturated market.
• [04:20] How multi-touch marketing builds relationships by addressing client needs and reducing distrust.
• [05:22] Understanding short-term, mid-term, and long-term marketing strategies and when each is most effective.
• [07:34] The importance of developing a persona around your ideal client and aligning your marketing strategies to where they are.
• [11:12] How consistent messaging across all channels prevents friction and enhances client trust.
• [13:22] How to layer touchpoints across different platforms to build brand familiarity and nurture leads effectively.
• [16:21] Avoid spreading yourself thin by going to too many channels simultaneously and instead focus on a few.

How are you harnessing the power of data analytics to achieve long-term success with your clients? Measurable business outcomes clarify performance, highlight areas for improvement, and drive sustainable client relationships.

In this episode of The Agency Blueprint, we discuss the importance of harnessing data analytics as a key strategy for long-term success. We also explore the role of metrics in branding, illustrating how even creative efforts yield quantifiable benefits.

Listen in to learn the importance of data collection at the start of a client relationship to enable strategic adjustments and drive client confidence.

Key Questions:

• What measurable outcomes are your clients expecting, and how are you aligning your strategy to achieve them? [00:33]
• How do you address the emotional concerns of your clients with clear, factual data? [02:30]
• What key metrics are you tracking at each stage of your client’s marketing funnel? [06:42]
• How are you initiating data conversations with clients to set the foundation for a data-driven relationship? [15:22]

What You’ll Discover:

• [01:32] Understand how measurable, factual data can mitigate client concerns and promote trust.
• [02:44] How to distinguish key metrics, such as leads and conversion rates, to optimize your business performance.
• [04:21] Identify immediate versus long-term outcomes and their emotional implications on client relationships.
• [06:18] How small adjustments in metrics at every stage of the marketing funnel can double client revenue.
• [08:25] How leveraging measurable branding insights can improve ROI and operational efficiency.
• [12:21] The data conversations to have with your client to build a long-term partnership.
• [13:24] The importance of historical data and comparative metrics in setting client expectations and driving confidence.
• [14:48] Educate clients about the value of data from the start to build a strong foundation for the partnership.
• [16:28] How transparent data tracking throughout the client relationship builds accountability and ensures goal alignment.

Are your clients truly set up for long-term success? A well-crafted client onboarding process can make or break your partnerships. The first 90 days are critical; they either nurture client loyalty or risk early disengagement.

In this episode of The Agency Blueprint, I discuss the importance of developing a comprehensive client onboarding process to shape long-term client relationships. I share actionable strategies to build trust and exceed client expectations, ensuring they feel confident about their decision to partner with you.

Don’t miss this episode to learn how to prepare and structure successful internal and client kickoff calls.

Key Questions:

• [01:30] Why are the first 90 days of onboarding crucial for setting the tone of your client relationship?
• [05:39] How do you prepare your team to allow them to have success in the onboarding process?
• [05:52] How do you ensure your team effectively transfers client information from sales to production without losing key information?
• [10:47] Are your internal kickoff meetings prepared enough to ensure your team fully understands the client’s needs before interacting directly with them?

What You’ll Discover:

• [01:40] The importance of understanding buyer’s remorse and ways to turn uncertain clients into long-term partners.
• [03:30] How to map out positive and negative touchpoints in the onboarding process to enhance the client experience.
• [05:52] Avoid miscommunication between sales and production teams by preparing internal teams effectively.
• [08:33] The importance of involving the account leads early to build trust and reduce client anxiety.
• [09:16] How to efficiently resource allocate a client’s work in the proposal phase with tools like Harvest and Float.
• [09:53] The importance of welcoming clients warmly within 24 hours to build immediate confidence.
• [10:57] The importance of pre-meeting preparation for a successful internal kickoff call to ensure everyone is informed.
• [14:22] How to structure a client kickoff call, focusing on objectives, deliverables, and communication clarity.
• [15:32] The importance of ensuring you stay in communication with the client to keep them informed on the behind the scenes.
• [16:10] A few thoughtful things you can do to surprise the client and cement your relationship.

Book Mentioned:

• Never Lose a Customer Again by Joey Coleman

How are you defining success for 2025? Are you setting clear, measurable goals that are ambitious yet realistic? The right planning involves aligning your team with a vision and mission and breaking goals into manageable quarterly milestones.

In this episode of The Agency Blueprint, we share a comprehensive guide to strategically planning your creative agency's success in 2025. We discuss the importance of team alignment, transparency, and performing a SWOT analysis to address challenges as they arise when creating a plan.

Listen in to learn how to be clear and consistent with leadership objectives and avoid the “shiny object syndrome.” You will also learn the value of seeking external advice and mentorship while balancing external inputs with personal intuition.

Key Questions:

• [00:50] How do you set realistic yet ambitious goals, align your team around a unified vision and mission, and anticipate challenges before they arise?
• [01:23] Do you understand where your objective is in the longer term?
• [06:15] How transparent are you with your leadership team about your agency's goals?
• [18:14] Do you have the right advisors to help you reach your goals?
• [21:24] How much are you investing in your personal and professional growth and development?

What You’ll Discover:

• [01:23] How long-term personal and business objectives can guide your agency’s success, plus how to define clear and measurable goals.
• [03:04] Set realistic growth targets based on past performance and assess the gap between where you are now and where you want to be.
• [04:12] Perform a SWOT analysis to identify each quarter's risks, opportunities, and roadblocks for better prioritization and focus.
• [06:15] Why transparency with your leadership team is critical when setting goals and making strategic decisions.
• [08:05] The significance of weekly KPI monitoring and project plans to keep progress on track and avoid missing key objectives.
• [12:33] The challenges of "shiny object syndrome" and the importance of staying focused on set goals.
• [14:45] The importance of overcoming limiting beliefs and focusing on personal goal-setting rather than adopting others' goals.
• [18:14] The value of having an advisor or coach to offer insights and help you navigate your blind spots.
• [20:50] Why you should focus on solving problems and not just setting goals.
• [21:24] The importance of investing in your personal and professional development to become who’s needed to reach your goals.

Have you considered expanding your team globally? Leveraging the full potential of your remote workforce can transform your business from a small-scale operation to a multi-million-dollar success. How do you overcome the cultural and communication barriers to build a high-performing global team?

In this episode of The Agency Blueprint, I’m joined by Philip Rivers to discuss how to hire and manage overseas talent effectively. Philip is an email marketing expert and founder of a $200M revenue-generating agency. His journey began designing niche t-shirts and grew to a thriving agency with over 50 employees leveraging global talent for outstanding results.

Don’t miss this episode to learn more about strategies for building cohesive remote teams and creating meaningful physical connections with them.

Key Questions:

• [01:04] What is the distinction and the relationship between local and global talent, and how can you leverage each?
• [06:38] How did you look at where to find the right talent with good cultural crossover for the right type of skillset that allowed you to expand your team globally?
• [09:29] What would you say to someone who needs help in hiring the right global talent?
• [14:33] How do you consider the compensation component of a fair wage within that individual’s country?
• [16:18] How can physical team-building activities and annual gatherings improve team cohesion and performance among remote and offshore team members?
• [18:55] What would someone who’s never hired nearshore or offshore talent consider when hiring?

What You’ll Discover:

• [01:39] Philip’s shift from hiring only local talent to embracing global talent driven by financial and operational considerations.
• [04:22] His experience hiring client-facing overseas talent and how it works in specific industries.
• [06:53] The process for finding and hiring the right talent with the right hiring strategies in regions like Latin America.
• [09:42] The importance of businesses fully preparing for remote workers with SOPs to clear communication expectations.
• [11:49] How to effectively integrate global talent into the company culture without making them feel undervalued.
• [13:33] The potential risks and opportunity costs that come from not investing in overseas talent’s success.
• [15:22] How different cost-of-living levels impact compensation and how fair wages in various countries can still provide a good quality of life.
• [17:09] How regular team-building efforts and cultivating a united company culture can impact team members' longevity and effectiveness.
• [19:10] Things to consider when hiring overseas talent, like planning the first 30 days and evaluating soft skills.

Connect with Philip:

• Website
• LinkedIn
• Twitter