Agencies, Brands

Client Perspective vs Agency Perspective- 5 Step Process for Handling Projects

One of my friends was recently talking to me how there was a huge difference between what they briefed the agency and...

Written by Navcharan · 2 min read >
agency-and-client-perspective

One of my friends was recently talking to me how there was a huge difference between what they briefed the agency and the actual plan that the agency came up with. That ultimately stretched the timeline since neither of the sides wanted to compromise on the quality of the work delivered.

This is not an article explaining who’s fault is it, but this article is about setting the expectations right, and making sure that the client and the agency provide each other with the right & relevant information at right stage of the client-agency collaboration.

The most important process in a client-agency relationship is the strategic and creative process. But what’s kind of interesting is that clients and agencies can have really different perspectives about how all this works.

Let me explain first what Strategic Development and Creative Strategy is:

Strategic Development

Strategic development is when the client initiates a project and briefs the agency. The client writes an assignment brief, also called a project or business brief. This includes information like the business objective, target audience, and what needs to be communicated.

Creative Strategy

The agency then translates the client’s project brief into what’s called a creative strategy or brief, which the agency’s creative team then uses to develop the campaign.

The Difference between Project Brief (Strategic Development) & Creative Strategy

  1. Written by the client
  2. Business and marketing objectives
  3. Source of volume and target demographics
  4. Competitive analysis
  5. Brand purpose and positioning
  6. Company values or brand character
  7. Lessons learned from previous efforts
  8. Approval process
  9. Measurement and benchmark
  10. Budget
  11. Written by the agency
  12. Communication and advertising objectives
  13. Target psychographics and key insight
  14. Tactical competitive and broad crossindustry perspective
  15. Alignment through benefit and support (target’s perspective)
  16. Brand personality (look & feel)
  17. What to continue vs. optimize
  18. Timetable
  19. Measurement and benchmark
  20. Production and touchpoint recommendations

What’s kind of funny is that the strategic and creative process really hasn’t changed much over the years despite how much marketing has changed due to the digital revolution. Many of the same process challenges today are the same as years ago.

From my own experience and industry studies, I can tell you that clients and agencies are aligned in some perspectives, but really differ about others. Let’s take a look.

Clients and agencies tend to agree about these things

  1. Overall the relationships are strong.
  2. Longer term relationships benefit everyone.
  3. There’s trust across the teams, and
  4. The agency plays an important role in the client’s business strategy.

That’s the good news.

Now here’s where clients and agencies tend to disagree

  1. Most clients think they brief their agency well, but agencies think their clients’ briefs are not inspiring and lack true insight.
  2. Most clients think they have an effective creative approval process, but agencies view the process as complicated, inefficient, and as negatively affecting their ability to develop great creative work.

With those inconsistencies in mind, let’s walk through the five most common steps in the strategic and creative process. As we go through them, I’ll share best practices so you and your agency can be on the same page.

Step I: Discovery

The agency listens and gains insight about what marketing or communications problem you need to solve. They review your project brief and any additional research, ask questions, and review lessons learned from previous efforts.

Step II: Planning

The agency creates personas or example profiles of your target audience to bring them to life and understand how and where to engage them. They develop a comprehensive plan to achieve your goals, which can include a creative brief, messaging, creative or touch points. They’ll define the user experience, which is how people navigate across all the digital touch points.

Step III: Development

Once both sides agree on the plan, development begins. This includes, for example, buying any paid media or developing creative, which can include the website, online ads, email marketing, social media creative, videos and more. Stay involved in this process as the agency team needs your feedback and approval.

Step IV: Measurement

Now you’ll measure how the campaign’s doing in market, review analytics against your objectives, and ask questions such as:

Are we reaching the right people?

Is the message engaging and causing the target to take action?

Are we generating leads and sales?

What’s working well or not well?

Step V: Optimization

Figure out what you’re doing well and what needs to be fixed. Remember this information can be used for the next campaign’s development at step one discovery.

Those are the five steps of the strategic and creative process, discovery, planning, development, execution and management, and optimization. I want to make it clear that you as the client play an integral role in the planning and development of marketing programs and that the agency views you as a valuable contributor to the team. Ensuring that communication is frequent and honest on both sides is key to a long and successful partnership.

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