Elevate Your Client Experience // Strategies for a Stellar Branding Agency

As a branding agency, delivering a remarkable client experience is paramount to establishing strong work relationships, fostering brand loyalty, and achieving success.

We hate to break it to you, but as a branding agency, you can’t just create unforgettable designs. You also need to create unforgettable client experiences in order to take your business to the next level. But we know, we know, as a creative most of the time you just want to create! It’s hard to find the headspace to build client relationships. But check out these five strategies that will help your branding agency deliver more than just a great product, but also an exceptional client experience that will make a lasting impression.

Deep Understanding of Client NeedS.

Step one: DISCOVERY CALL(S). Or face-to-face. Or Zoom. Whatever it is that works for you and your client. However you go about it, this is when you’ll get down to the nitty-gritty and really start the process of figuring out what it is that your client needs.

But remember it’s so much more than just listening- you gotta dig! Ask questions to uncover their unique challenges and opportunities, gain a deep understanding of your clients' goals, values, and target audience. Conduct comprehensive discovery sessions and actively listen to their vision and aspirations. This holistic understanding will enable you to create branding strategies that resonate with their target market and achieve their objectives.

Collaborative Approach.

Don’t just work for your client, work with them! Collaborate. In most cases, the client wants to be part of this process, not just on the sidelines waiting for the final product. Encourage their active participation and value their input throughout the journey. Schedule regular meetings or workshops to share progress, gather feedback, and align expectations. By involving clients as partners, you not only enhance the quality of the final deliverables but also foster a sense of ownership and pride in the brand they helped create.

Sometimes just the idea of going back-and-forth with a client can overwhelm agencies and hold them back from sharing the process. But there are so many programs out there that make the collab much smoother and easier! MarkUp is a great place for designers to share ideas with their clients. For bigger or long term projects, we love ClickUp to keep things organized and collaborative.

Seamless Communication.

Keep the client informed! Effective and transparent communication is the backbone of a positive client experience. Be sure to establish clear channels of communication and ensure inform clients of response time/work schedules from the get-go.

Regularly update clients on project milestones, deliverables, and timelines. Utilize project management tools or client portals to centralize communication, share files, and provide real-time project updates (We’ve said it before and we’ll say it again- ClickUp is king!). Clear and consistent communication builds trust and keeps clients engaged throughout the branding process.

Attention to Brand Consistency.

As we all know, there are A LOT of outlets for businesses out there today. Website, Facebook, Insta, Pinterest, the list goes ON (…and on and on). And with that being said- consistency is key in branding, and it extends beyond visual elements to messaging and brand voice. Content, visuals, tone of voice in emails, et cetera... It all needs to align!

It’s crucial that as a brand agency, you must maintain a keen eye for detail to ensure brand consistency across all touchpoints. Develop comprehensive brand guidelines that articulate the brand's visual and verbal identity, enabling clients to maintain consistency as they grow and evolve. By establishing a strong and cohesive brand presence, you enhance the overall client experience.

Ongoing Support and Education.

Ok- so you hand over the client’s project. Naturally, they love it. Now what? Do you just shake hands and say thanks? If you want to offer a mediocre service, yes. But if you want to gain long-term clients, don't limit your client experience to the project's completion.

Offer ongoing support and education to empower clients in managing and evolving their brand. Provide resources, workshops, or training sessions to equip clients with the knowledge and tools they need to maintain brand consistency, navigate market changes, and make informed brand-related decisions. Offer regular check-ins to review their different outlets to ensure they are holding that consistency. By being a reliable resource and partner even after the project ends, you foster long-term client relationships. And who are they going to call the next time a project arises? You!

Looking to be a total bada$$ in your field? Elevating the client experience as a branding agency is the ticket.

Adopt these 5 simple rules. A satisfied client is not only more likely to become a brand advocate but also a potential source of referrals. So, invest in providing an exceptional client experience, and watch your branding agency not only turn over some amazing projects but also THRIVE!