how to keep clients (and keep them coming back for more)

How To Keep Clientsand keep them

coming back for more

In 18 years Bernard has started 4 companies, taken 3 web-based companies to multi-million dollar status, launched over 300 websites, and has managed over a thousand marketing campaigns.

Tim has dedicated half a decade to being a top-notch digital marketer, salesman, and relationship builder. He has launched and retained more than 500 projects, including those of key partners.

TOLL-FREE 1-800-250-6106 | US (415) 625-9700 UK (44) 203-769-7710 | AU (02) 8484-1116

Meet Our Panelists

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[email protected]/bernardsanjuaniii

[email protected]/timbienvenida

How To Keep Clients (and make them come back for more) with

http://bit.ly/getsked

What’s Next:Recent Dashboard Feature

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Recent Dashboard Feature

MOCKUP BUILDERBuild web design mock-ups and incorporate client feedback in real-time.

PROPOSAL CREATORCreate and manage proposals for your clients straight from the Dashboard.

[UPDATE]We’re regularly adding new design sets per business category for more mockup options. And soon, deploying the web design project is as easy as a click.

bit.ly/getskedHow To Keep Clients (and make them come

back for more) with



What’s Next:Coming Soon

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Recent Dashboard Feature

RESOURCE CENTERGet access to free templates, brandable documents and client management materials. Train your team using our sales guides, methodology explainers and product sheets.

[UPDATE]We're constantly adding new material to the resource center. Resource material is now available in US, UK, and AU English.

bit.ly/getskedHow To Keep Clients (and make them come

back for more) with



What’s Next:Boost Your Business Webinar Recap

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Coming Soon

DASHBOARD FEEDBACK MODULEEnable Small Businesses to gather positive reviews and grow their online reputation.

The Feedback Module is just one component of SEOReseller's complete Online Reputation Management Suite.

Includes: online reputation monitoring, citation listings, and reviews management.

How To Keep Clients (and make them come back for more) withbit.ly/getsked



What’s Next:Stats

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Boost Your Business Webinar Recap

A monthly 45-minute webinar hosted by SEOReseller

The GoalShare our years of industry experience with partners, so they too can establish a successful digital services business.

Previous Discussions How To Become A Powerhouse Agency In Less Than A

Year How To Ace Your Next Sales Pitch




Some of our accounts are over 4 years old

SEOReseller’s retention rate averages 12.04 months

Powerhouse Partners put their customers in a contract

What’s Next:Discussion Overview

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Stats

Beginner Agencies Powerhouse Agencies4.25 months 18-24 months

Retention Rate of Partner AgenciesSome Stats to Know:




What’s Next:Know Your Baseline

In this webinar, we want to share with you some insights and tips on how to retain your clients and foster loyalty to your business.

• Know Your Baseline• Set Goals• Highlight Success• Add More Value to Clients• Never Stop Looking For Ways To Drive More Business

Q&A Session

Feel free to send your questions in advanceusing WebEx chat.

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Discussion Overview




Know Your Baseline

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James, Junior Editor

Feel free to send your questions to our panelists via chat and we’ll answer them during the Q&A portion

What’s Next:Know Your Baseline | Case Study #1


What’s Next:Know Your Baseline

When SEOReseller started in 2011…We wanted to grow, not incidentally but DELIBERATELY.

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Know Your Baseline | Case Study #1

What is a baseline?A minimum or

starting point used for comparisons.

3.25 mos. Within the same year

7 mos.

What We Did: ● Understand what was an acceptable life span for our customers

and initially set the goal to 6 months.

As of 2016..SEOReseller’s Average Retention Rate: 12.04 mos.

That’s 270% increase from our initial year!

115% increase within the same year




What’s Next:Set Goals

• Calculate the number of clients that signed up and remained with the agency

• How do you avoid client cancellation/fallout? Put clients in a contract Set expectations Constant campaign status updates

• Acceptable average retention (e.g. 6 months)

“It costs 7x more to get new clients than it does keeping your existing clients.”

Source: White House Office of Consumer Affairs

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Know Your Baseline

PRO TIP

You don’t knowwhere to improveif you don’t know

where you are.




Set Goals

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Taz, Content Writer


What’s Next:Set Goals | Case Study #2


What’s Next:Set Goals

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Set Goals | Case Study #2

● Partner Agency in Australia● Began as web development

solutions provider

PRO TIP

Know the strengthsand limitations ofthe methodology.

● Web development does not create a monthly recurring revenue

4 mos.100 days

6 mos.50% increase in

100 days As of now, 80% SEO-driven agency.




What’s Next:Highlight Success

• Know the methodology that you work with

• Set smaller goals, or “soft” goals: Figure out the activities that you need to do

to accomplish those incremental wins

• Work closely with your Project Manager to ensure that you are choosing the correct campaigns for your goals

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Set Goals

PRO TIP

Put clients in acontract.




Highlight Success

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Jill, Project Manager


What’s Next:Highlight Success | Case Study #3


What’s Next:Highlight Success

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Highlight Success | Case Study #3

Bank started with us andran a 12-month campaign.

The Point: Shout out each and every single keyword ranking!

64 keywords 12 months

2,000+ keywords

Increased first page rankings from 64 to 2000+ ranking

keywords

PRO TIP

Be the bearer ofnews (good or bad)




What’s Next:Add More Value to Clients

• Establish client’s business goals

• Manage expectations from the start so there are no surprises

• Create desire continuously by communicating: Progress Milestones Project Status

• Spot opportunities for your client to leverage

• Keep clients onboard with the process

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Highlight Success

PRO TIP

Highlight previoussuccess to show thecampaign is building

momentum




Add More Value to Clients

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Leonie, Research and Development


What’s Next:Add More Value To Clients | Case Study #4


What’s Next:Add More Value To Clients

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Add More Value to Clients | Case Study #4

Website for prominent figure with initial goal of visibility.They wanted a penguin-proof mirror website = BAD IDEA

How could we add value? Have the tough conversation & change gears for the overall success of the campaign.

RESULT: In 4 months earned equity for the name. BONUS: Started gaining rankings for similar terms as the main website. What We Did:

• Build complementary website.• Focus on social presence.

HEALTH SCORE over 14 months




What’s Next:Add More Value To Clients

• How do I add more Value? Insights from analytics Ask your client the right questions

• Be flexible; Modify your strategy if you can add more value

• Be proactive with your clients

• Highlight positive results; compare with past reports Executive reports Ad hoc updates

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PRO TIP

Change youragency’s internal

language to “Howcan I add more

value to myclient?”





What’s Next:Never Stop Looking For Ways To Drive More Business

• Always stay relevant and find ways you can add value through channels you haven’t explored yet

• Holistic marketing approach; more than just SEO

• Adjust campaign recommendations relevant to:

Visibility or SERP rankings Website Traffic Leads / Goal Conversions

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Never Stop Looking For WaysTo Drive More Business William, Business Development

What’s Next:Never Stop Looking For Ways To Drive More Business | Case Study #5



Case Study #5:In 2013 we acquired a billion dollar bank as a client.

Total budget for 2013 = $24,000

= OPPORTUNITY!Show them that SEO can: increase traffic bring in new visitors drive engagement increase brand visibility

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Never Stop Looking For Ways To Drive More Business





• Despite being almost 2 decades old, SEO is relatively unknown

• Sometimes all it takes is for a business to get their proverbial feet wet

• Once they see the positive results of digital marketing strategies, they begin to feel financially justified to spend more

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PRO TIP

Never stop findingways to help

clients; Never stoplooking for ways todrive new businessfor existing clients.





• Evolve and grow with your customers Focus on more than one marketing channel

• Understand your customer’s business and marketing goals

• Intervene in a campaign when it means achieving better results

• Digital is a great medium because EVERYTHING can be measured

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DATA BITE

The average ROI on SEO is between $14

and $22 per $1 spent.

*Marketing Sherpa 2014 report.




What’s Next:Summary

● Get your marketing fundamentals right

● Growth Strategies Grow Client Base Grow Visit Frequency Grow Average $ Spend Differentiate - Grow Margin

● Create a strategy for them that addresses their priority

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What’s Next:Partner Progress Tracker

● Know Your Baseline

● Set Goals

● Highlight Success

● Add More Value to Clients

● Never Stop Looking For Ways To Drive More Business

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Summary




What’s Next:Q&A Session

Tracking the growth of your Agency is easy with the Partner Progress Tracker!

Enter your baseline and goals in the spreadsheet, and see your progress from month to month.Available in the Resource Center:bit.ly/gotracking bi

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Partner Progress Tracker


http://bit.ly/gotracking



Schedule a Callbit.ly/getsked

Feel free to call us at any time for questions.

TOLL-FREE 1-800-250-6106 AUS (02) 8484-1116US (415) 625-9700

[email protected]

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Q&A Session

How To Keep Clients (and make them come back for more) with


how to keep clients (and keep them coming back for more)

Education