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Happy Clients & Smarter Partnerships

Happy Clients & Smarter Partnerships

Our Business Director, Katy Chadwick, and newly appointed Account Manager, Betsy Uchendu, recently attended the insightful Happy Clients event hosted by Agency Hackers and have shared the key takeaways.

Introducing Betsy!

With over four years of project management and marketing experience, Betsy brings a wealth of experience and a keen eye for detail and a strong communications background from her previous role in a brand agency working with clients from financial services to FMCG. Always hands-on and proactive, Betsy says she’s thrilled to be a part of our Client Services team at Embrace.

We had a download session with Katy and Betsy after the recent Happy Clients event to take in the insights as an agency and have asked them to summarise the highlights and key learnings.

Top five takeaways



Regular client engagement and obtaining feedback is vital to the partnership.

Communication is an essential component of the experience with an agency. The onus is on the agency to ask rather than the client to tell, and good communication lends itself to satisfaction and commitment. Things like conducting quarterly calls for actionable insights leave room to better understand client needs beyond the brief and align expectations and outcomes.

Anticipating client needs means that agencies can provide better solutions promptly.

Anticipating needs makes a world of difference. Going beyond the brief by asking questions shows clients they’re valued from the start while making it easier to address issues early or before they arise, and course correct for alignment if needed.


Value-add services – what else can we offer as an agency?

Offering clients unique experiences, like inviting them to team meetings and creating personalised services and bespoke solutions, provides tangible value and tells the client the agency is more than just a vendor - they’re part of the team.

Effective and clear communication means nothing is a surprise for either side.

Transparency and clear expectations are essential at every project phase. A traffic light system or similar tools can help to monitor client status and means everyone is on the same page at the same time. Establishing ongoing communication, even after a project is completed, fosters long-term relationships.


A happy partnership between client-agency can be built by engaging clients on a deeper level.

Prioritising active listening is key – how much do you know about your clients on a day to day? How do you ask the right questions to go further together? Building long-term collaboration stems from engaging clients on a deeper level and initiatives like office visits, training and events foster a sense of belonging.

Happy clients lead to smarter partnerships



We know that creating happy, long-term client relationships isn’t just about the work we deliver - it's also how we engage and communicate, ask the questions, and being more proactive to anticipate their needs.

At Embrace, our commitment goes beyond delivering great work to ensure our partnership is as strong as the outcomes we achieve together.


If you're looking to partner with a smarter creative and brand agency, get in touch.

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