Marketing research specialist Susan Quinn discusses the 9 traits agencies need for best-in-class service. It's not about price, but about core values, innovation, and quality. She shares insights on how to improve the client experience, niche down, and build long-term relationships. Continuous learning and improvement are key, and White Label IQ is the presenting sponsor.
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Nine Traits Define Best-In-Class
Susan Quinn defines nine traits that consistently appear in best-in-class companies and connect to employee, brand, and client experiences.
She argues the traits only matter when every one is executed at a high level and linked together.
volunteer_activism ADVICE
Live Your Core Values
Do embed your core values into real decisions so they guide hiring, policies, and culture.
Use values as a litmus test for choices and to shape employee behaviors visibly.
volunteer_activism ADVICE
Measure With A Rich Dashboard
Use a rich, real-time dashboard to monitor financial, employee, and customer metrics daily.
Make QA and quality focus routine so excellence becomes baked into delivery.
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Does your agency have what it takes to provide best-in-class service to your clients? According to Susan Quinn's research, there are 9 traits that an agency should have in order to get there.
It's not always about being the fastest or having the best prices. In fact, it's almost never about price when you're providing top-notch service. What it ultimately comes down to is living by your agency's core values, innovation, and an intense focus on quality.
Susan Quinn and her team have been living by these traits so well that they began studying them to find out just what makes the best client experience and best-in-class service. So, if you're ready to take your agency to the next level and partner with next-level companies, tune in to learn how they constantly improve their client experience and how you stack up against the competition.
A big thank you to our podcast's presenting sponsor, White Label IQ. They're an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here.
What You Will Learn in This Episode:
The basis for the research about the 9 traits of agencies with best-in-class service
Breaking down each trait
Why adopting the 9 traits will set your agency up for continued growth
How Susan's agency conducted their research
The 3 ways C-Suite employees categorized their best-in-class status
How niching down has changed Susan's agency over decades
The importance of partnering with other agencies with the same core values
Why you and your agency should always be learning and innovating
Build a Better Agency Podcast