Client service key to riding out economic unease
As the economic climate dampens, new business opportunities across the industry, some PR firms are focusing on client service to shore up existing accounts.
For instance, proactive surveying of client satisfaction enables New York-based Makovsky & Company to identify issues before they prompt exits.
“My experience is that clients don't always tell agencies when they are dissatisfied, and that cancellations can come unexpectedly,” says agency president Ken Makovsky.
The firm's Quality Commitment Program (QCP) asks clients to ...