How to keep client Làm thế nào để giữ chân khách hàng

How To Keep Clients
and keep them
coming back for more


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Meet Our Panelists

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.





/bernardsanjuaniii

/timbienvenida

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

How To Keep Clients (and make them come

back for more) with


Recent Dashboard Feature

PROPOSAL CREATOR
Create 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.

What’s Next:
Recent Dashboard Feature

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How To Keep Clients (and make them come
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MOCKUP BUILDER
Build web design mock-ups and incorporate
client feedback in real-time.


Recent Dashboard Feature

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RESOURCE CENTER
Get 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.
What’s Next:
Coming Soon

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


Coming Soon

The Feedback Module is just one component
of SEOReseller's complete Online Reputation
Management Suite.
Includes: online reputation monitoring,
citation listings, and reviews management.

What’s Next:
Boost Your Business Webinar Recap

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

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


Boost Your Business Webinar Recap

The Goal
Share 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

What’s Next:
Stats

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

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A monthly 45-minute webinar hosted by SEOReseller


Stats
Some Stats to Know:

Retention Rate of Partner Agencies

Some of our accounts are over 4 years old
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SEOReseller’s retention rate averages 12.04
months
Powerhouse Partners put their customers in
a contract

What’s Next:
Discussion Overview

Beginner Agencies

Powerhouse Agencies

4.25 months

18-24 months

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


Discussion Overview
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

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•
•
•
•
•

Q&A Session
Feel free to send your questions in advance
using WebEx chat.

What’s Next:
Know Your Baseline

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back for more) with


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

Know Your Baseline

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

James, Junior Editor


Know Your Baseline | Case Study #1
When SEOReseller started in 2011…
We wanted to grow, not incidentally but DELIBERATELY.
What We Did:
● Understand what was an acceptable life span for our customers
and initially set the goal to 6 months.

115% increase within the
same year
3.25 mos.
What’s Next:

Know Your Baseline

7 mos.

Within the
same year

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A minimum or
starting point used
for comparisons.

As of 2016..
SEOReseller’s Average Retention
Rate: 12.04 mos.
That’s 270% increase from our
initial year!
How To Keep Clients (and make them come
back for more) with

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What is a
baseline?


Know Your Baseline

• How do you avoid client cancellation/fallout?

 Put clients in a contract
 Set expectations
 Constant campaign status updates

PRO TIP
You don’t know
where to improve
if you don’t know
where you are.

• 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

What’s Next:
Set Goals

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How To Keep Clients (and make them come
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• Calculate the number of clients that signed up and
remained with the agency

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

Set Goals

What’s Next:
Set Goals | Case Study #2

Taz, Content Writer


Set Goals | Case Study #2
● Partner Agency in Australia
● Began as web development
solutions provider

● Web development does not
create a monthly recurring
revenue

50% increase in
100 days
4 mos.
What’s Next:
Set Goals

Know the strengths
and limitations of

the methodology.

6 mos.

As of now, 80% SEOdriven agency.
100 days

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PRO TIP


Set Goals

• Set smaller goals, or “soft” goals:
 Figure out the activities that you need to do
to accomplish those incremental wins

PRO TIP
Put clients in a
contract.

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

What’s Next:
Highlight Success

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

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• Know the methodology that you work with


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

Highlight Success

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

Jill, Project Manager


Highlight Success | Case Study #3
2,000+
keywords

Increased first page rankings
from 64 to 2000+ ranking
keywords
64 keywords

PRO TIP
Be the bearer of
news (good or bad)
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Bank started with us and
ran a 12-month campaign.

12 months

The Point:
Shout out each and every single keyword ranking!
What’s Next:
Highlight Success

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


Highlight Success
• Establish client’s business goals
• Manage expectations from the start so there are no

surprises
• Create desire continuously by communicating:
 Progress
 Milestones
 Project Status

Highlight previous
success to show the
campaign is building
momentum

• Spot opportunities for your client to leverage
• Keep clients onboard with the process
What’s Next:
Add More Value to Clients

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

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PRO TIP


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

Add More Value to Clients

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

Leonie, Research and Development


Add More Value to Clients | Case Study #4

How could we add value? Have the tough
conversation & change gears for the overall
success of the campaign.
What We Did:
• Build complementary website.
• Focus on social presence.

What’s Next:
Add More Value To Clients

HEALTH SCORE over 14 months

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

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

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How To Keep Clients (and make them come
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Add More Value to Clients

• 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
What’s Next:
Add More Value To Clients

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PRO TIP
Change your
agency’s internal
language to “How
can I add more
value to my
client?”

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

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


Add More Value to Clients
• Always stay relevant and find ways you can
add value through channels you haven’t
explored yet
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• Holistic marketing approach; more than just
SEO
• Adjust campaign recommendations
relevant to:
 Visibility or SERP rankings
 Website Traffic
 Leads / Goal Conversions
What’s Next:
Never Stop Looking For Ways To Drive More Business

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

Never Stop Looking For Ways
To Drive More Business

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

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

William, Business Development


Never Stop Looking For Ways To Drive More Business
Case Study #5:
In 2013 we acquired a billion dollar bank as a
client.
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Total budget for 2013 = $24,000
= OPPORTUNITY!
Show them that SEO can:
 increase traffic
 bring in new visitors
 drive engagement
 increase brand visibility
What’s Next:

Never Stop Looking For Ways To Drive More Business

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


Never Stop Looking For Ways To Drive More Business

• 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

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

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PRO TIP
Never stop finding
ways to help
clients; Never stop
looking for ways to
drive new business
for existing clients.

How To Keep Clients (and make them come

back for more) with

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


Never Stop Looking For Ways To Drive More Business

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

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DATA BITE
The average
ROI on SEO is
between $14
and $22 per $1
spent.
*Marketing Sherpa
2014 report.

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

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