Behind the scenes: How TAL Agency manages client success

Client success isn’t just a buzzword here at TAL; it’s a philosophy that’s woven into every part of our work. From the point of onboarding a new client, to executing our strategies across departments and measuring the performance across multiple channels, we operate with one goal in mind: delivering meaningful, measurable impact for every client we work with. 

But you might wonder what that actually looks like day-to-day? Well Charlotte, our Head of Client Services pulls back the curtain to provide a behind the scenes look at how we manage client success across our core services here at TAL.

Onboarding lays the foundation for success

Our client relationships always begin with a deep-dive onboarding process where we immerse ourselves in the ins and outs of the client. Rather than jumping straight into the ‘doing’, we take the time to understand each client’s business model, goals, challenges, target audience, and competitive landscape. We heavily research and complete strategic documents to put our best foot forward at the very beginning of a client relationship.

We set expectations clearly from the outset by agreeing on KPIs, and mapping out timelines into an easily digestible, GANTT-style format. The client services team then acts as a central point of contact and strategic partner throughout the relationship keeping the points about the client uncovered during the onboarding process at the front of mind to ensure we execute the client’s goals. 

Cross-channel collaboration

At TAL, we know that the most effective marketing strategies don’t operate in silos. A key to client success is ensuring our teams across PPC, Paid Social, Tech SEO, Content and Digital PR all work closely together. It’s a big part of the Client Services team’s role to ensure all departments work in harmony to share insights and level each other up.

Our integrated approach ensures that all activities complement each other, whether it’s aligning organic keyword strategies with paid search campaigns or using PR wins to support SEO backlink growth.

Having a strategic approach where we regularly review cross-channel performance and identify opportunities helps to create a more unified digital presence, which helps us maximise ROI, improve efficiencies, and ultimately improve results for clients across the board.

Transparent communication across clients

We believe strong relationships are built on clear and consistent communication. That’s why we hold frequent recurring calls with clients – either weekly, bi-weekly or monthly – to discuss results, upcoming plans, and run through any questions. These aren’t just status updates but instead they’re collaborative sessions that allow us to review performance in context and adapt quickly when needed.

In addition to regular calls, we utilise rapid messaging channels such as Slack and take pride in our 24 hour email SLA (Service-Level Agreement) to make sure that we’re available easily and quickly. Having an open dialogue with clients means that we’re an extension of their team rather than a distant company – we aim to all be singing off the same hymn sheets and frequent communication is definitely a big key to client success.

Fluid strategy > rigid GANTTs

Another important key to client success is having a fluid strategy. We’re really big on having a proactive approach to department optimisations. Whether it’s adapting to a new Google algorithm update (hint – check out what happens in the US first then brace yourselves and prepare well before it lands over in UK territory to stay ahead!), or identifying gaps in content strategies through consistent competitor research, we’re always looking ahead rather than over our shoulder. This is especially crucial with how fast the marketing landscape changes!

Building on this, another thing we do here at TAL to ensure client success is continually trying new things to make sure we don’t get stuck in a rut. Most of the tactics that worked 10, 5 and sometimes even 1-2 years ago will not work today in marketing and we encourage all teams at TAL to be present in the news for their department and to keep at the forefront of new developments.

By embodying a culture of learning and development we enable our teams to look forward to delivering success for our clients. Our teams regularly attend industry webinars, events, and share learnings from client work to stay at the top of our game. We bring that same mindset to client relationships and are always looking for what’s next and what can be improved, and how we can then continue to drive growth.

Telling the story behind the numbers

At the end of the day, our job is to deliver results and to tell the story behind them. Our quarterly and bi-annual business review meetings go beyond the metrics to provide real insight into what’s working, why it’s working, and where we can go next.

We use a blend of qualitative and quantitative analysis, linking performance back to the original goals set at onboarding during our detailed immersion meetings. For clients working with us across multiple channels, we provide holistic summaries that connect the dots and make it easy to see the full impact.

Many of our clients have been with us for years and as Head of Client Services, this is something I am incredibly proud of. We don’t just deliver campaigns; we build trust. By being transparent, accountable, and relentlessly focused on impact, we create partnerships that last.

Client success at TAL Agency isn’t managed through one single process or team, it’s embedded in everything we do. We understand that behind every click, every lead, and every ranking position is a real business goal. Whether it’s growing revenue, expanding market share, or breaking into a new audience, we treat those goals as our own.

If you’re looking for a marketing agency that prioritises your success as much as you do, we’d love to show you what we can do!

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