Running order – Group B
Here is the current running order for Happy Clients – happening 10th September 2024. Line-up subject to change.
🚨 FYI 🚨
To ensure everyone has a fair chance of attending the breakout sessions they would like, we will be splitting our delegates (YOU) into two groups:
A and B.
This is the running order for GROUP B.
Opening Act
⏰ 9.30am
Welcome to Happy Clients!
Welcome to the event! Hear what’s coming up, and who’s in the room. We’ll also share the first findings of the Agency Forecast report – showing what’s on agencies plates in Q3 2024.
📍 Theatre
⏰ 10am
What do clients REALLY think of agencies?
Simon Rhindtutt will be diving deep into Relationship Audits’ ® extensive insights on client-agency relationships – and provide actionable advice on how you can use this to strengthen your client relationships. [Read more]
📍 Theatre
⏰ 10.30am
“How We Increased Client Retention by 200 Days”
Laura Brady has spearheaded NOVOS’ approach to Client Services, being the sole employee dedicated to improving their ongoing relationships with clients. Hear she has shaped the role – and see how her approach lines up against yours.
📍 Theatre
Client Services Group Therapy Surgery
Head into the Theatre!
⏰ 11.15am – 12.15pm
Client Services Surgery – with Rachel Raphael & Brooke Kenyon
We’ll be hosting a ‘talkshow style’ surgery session for you to share stories and get advice from your peers.
It’s a chance for you to vent your challenges, whinge about difficult clients and discuss the unexpected changes you’re facing in your role. We’ll have two client services ‘veterans’ on hand to kick off the surgery and lend some solutions to your challenges.
If you’re just about ready to snap, you can submit your client challenges here (anonymously or not) to be discussed in the surgery.
📍 Theatre
12.15pm – Lunch!
We’re giving you 45 minutes for this, so you can properly get to know the others.
Breakout session one
You have the choice between THREE breakout sessions:
⏰ 1pm – 2pm
How We’re Tackling Over-Servicing
Claire James, deputy MD at Skout PR, will share how her agency is tackling over servicing and setting boundaries with clients by combining data insights with strong personal relationships.
Who is this for? Account managers who feel unconfident handling tricky conversations with clients, anyone who is currently dealing with a difficult client, or agencies struggling with scope creep in general.
📍 Bronte
⏰ 1pm – 2pm
Making Client Services Everyone’s Responsibility
Trenton Moss will delve into how he turned his entire team into client superstars using his own bespoke framework – and how this helped to boost revenue, transform team morale and saved the business.
Who is this for? Small to medium-sized agencies looking to grow existing accounts, motivate teams, and instil a growth mindset in their entire team.
📍 Elliot
⏰ 1pm – 2pm
How We Overcame Our Great Churn of 2023
Vicki Jakes, founder of The Social Ads Squad, will delve into how her agency tackled severe client churn, reshaped their approach to client services, and set themselves up for long-term success.
📍 Chaucer
Client-Side Q&A
Back to the theatre!
⏰ 2pm-3pm
Client-Side Q&A Panel
We’re putting together a panel of client representatives from some of the biggest brands in the UK – so you can pose your pressing questions to the people who actually have the answers.
You can ask things like:
- What does a good agency partner look like to a client?
- What are your predicted trends for 2024/2025?
- What pressures are you facing in your role that is impacting agency relationships?
Or even things you’ve always been too afraid to ask YOUR client!
This is your chance to get an insight into what’s happening on ‘the dark side’ – and improve your client relationships going forward.
Submit your questions here.
📍 Theatre
3pm – Coffee break!
We’re serving tea, coffee and pastries. We’re giving you 20 minutes for this.
Breakout session two
You have the choice between THREE breakout sessions:
⏰ 3.25pm – 4.25pm
How We’re Upselling Existing Spenders
Lillie Price and Rob Twells will discuss the details of how they’re ‘actively farming’ their existing clients for new business. They’ll share practical tips on how agencies can identify and capitalise on upselling opportunities within their existing client base and foster deeper relationships.
Who is this for? Agencies who are finding new business development tricky, or those looking to position themselves as an ‘indispensable’ client partner.
📍 Bronte
⏰ 3.25pm – 4.25pm
What Does Good Account Leadership Look Like?
Joanna Anthony and Rachel Raphael will be pulling together their collective 50 years of client services experience to discuss what excellent account leadership looks like in an agency – and how you can train your junior team members to follow in your footsteps.
Who is this for? Account directors, founders, client services teams who are feeling burned out, or agencies who are building out their SLT.
📍 Elliot
⏰ 3.25pm – 4.25pm
How We’re Keeping Clients Close & Committed
Fiona Skilton, client services director at Collective Content, will be joining us to discuss how her agency’s annual client health checks have hugely impacted their client services, as well as the positive effect it’s had on the team.
She’ll be joined by Launch‘s Amy Budd, who’ll be taking us through how their client onboarding process creates a equal partnership with their clients, rather than a master-slave relationship, and how the team’s client charter ensures happiness on both sides of the coin.
Who is this for? Agencies who are looking to measure client satisfaction, or agencies who are losing clients but don’t know why.
📍 Chaucer
Finale
Back to the Theatre!
⏰ 4.30pm – 5pm
Great Agencies Awards – Client Services Winners
The winners of the our Great Agencies Index will be announced by Agency Hackers Director, Ian Harris. This time we are focusing on Agency Client Services Leaders.
📍 Theatre