Winning the Multi-Agency Game: Can't We All Just Get Along?

As interactive marketing agencies, we're asked to play many different roles for our clients -- media buying, media planning, trafficking, analytics, and the list goes on. One role, though, seems to present more challenges than any other, and it's typically the one role rarely discussed: when we're asked to play nicely with our clients' other agencies.

Now this may be a sensitive subject, but there are a few reasons why this turns into such a challenge:

  • We think we know it all (yes, even if it's true, this can present problems).

  • We don't have any interest in hearing about others' opinions when it comes to what we run, how we run it, or how long we run it.

  • We're too focused on driving revenue or transactions to see beyond our short-term goals.

  • And this is a toughy to admit: we're stubborn!

Now some of you might be sitting there thinking, "Those assumptions look like assets to me. They've gotten me to where I am today." That's true! They are assets, but not necessarily in a multi-agency situation.

Let me give you a scenario: The year is 2025, and your agency is responsible for search, feeds, mobile, media, and SEO for a large retail client. Let's assume that this client spends roughly $25 million online and only about $1 million in other media. A meeting is called where it's announced that every agency needs to start working together to be sure that all marketing efforts align.

Now be honest, what's your first thought? Mine might be something like, "Great. I can't wait for these 'little' agencies to come in here and wreck the well-oiled machine I've built."

But here's the thing, even though that might be the perception held by many of today's traditional agencies, the reality can be the exact opposite. From client-to-client, you might be the "big guy" or the "little agency," depending on perspective. So, we have a duty to be good ambassadors to the rest of the advertising world.

Want to grow your budget while impressing the client? Be nice to the big boys, and help them in every way possible. I can't tell you how many times I've seen it -- we throw our hat in the ring as the ones who will ensure that the online brand voice matches the offline. We actually do it, and we do it well. As a result the entire organization notices. Pretty soon, we're in all of the important meetings, and we're getting more budget to keep it up.

Trust me, it sounds simplistic, but it works. The old "show 'em rather than tell 'em" adage applies to multi-agency relationships as much as it does with internal company workings.

A few tips for those times when you find yourself in a multi-agency situation:

  • Drop the online-only jargon -- not everyone knows what a spotlight tag is.

  • Encourage other agencies to add their thoughts. Be open to discussing how your strategies could be better.

  • Start using words like "we" rather than "I" to encourage collaboration. Also, don't mention your company name before every statement you make. People recognize your voice on the line, they recognize the team players, and they will learn where the great ideas are stemming from.

  • Take the lead on setting up informal calls or meetings outside of those arranged by the client team.

  • Not everyone from every team needs to be in every meeting. This isn't a game of "he with the biggest team wins." It sounds ridiculous, but task forces do work!

It sounds a bit like rainbows and unicorns, but try to put aside your personal bias and look at this as an opportunity rather than drudgery. In the long run, being strategic, authoritative but nice, will win the multi-agency game for the most important player -- the client.

Join us for Search Engine Strategies New York from March 22-26, 2010. Approximately 5,000 marketers and search engine optimization professionals attend SES New York each year to network and learn about topics such as PPC management, keyword research, SEO, social media, local, mobile, link building, duplicate content, multiple site issues, video optimization, site optimization, usability and more. SES New York will be packed with 70+ sessions, multiple keynotes, 100+ exhibitors, networking events and parties. Your customers, colleagues and competition will be in attendance -- will you?

About the author

 

Blake Suggs joined iProspect in 2005, already having completed a successful career in retail management. He transitioned to agency work and quickly began offering his hands-on expertise and strategic insight to clients representing the travel, retail and energy sectors.

Suggs is a Client Services Director and heads up fully-integrated interactive campaigns and specializes in finding new and innovative ways for clients to reach their target markets and increase revenue online. An expert in cross-tactic strategy, he ensures the successful integration of multiple campaign channels, including paid search, SEO, feeds, media and conversion optimization techniques across his client roster.

Suggs has offered his strategic insight, campaign creation and implementation oversight to clients including Wyndham Hotels and Resorts, Bass Pro Shop, Charming Shoppes, Reliant Energy, Wingate by Wyndham, Sears Service Live, Hawthorn Suites and Handango. Mr. Suggs lives in Chicago and received his B.A. in Advertising from the University of Texas at Austin. He has written for Hotel Executive Magazine.

iProspect is a leading global digital performance marketing agency.  The company helps many of the world's most successful brands maximize their online marketing ROI through research, pay-per-click management, search engine optimization, performance display, comparison shopping management, local search, mobile, social media management, and other related services.