fbpx
FeaturedOpinionPR
Anup Oommen
posted on

Why PR agencies need better CX – client experience – as a competitive edge

Anup Oommen
posted on

Impact Porter Novelli's Claire Lawson makes the case for a client experience revolution within PR saying that the human aspects of PR – insight, partnership, and strategic thinking – are what will set agencies apart.

Claire Lawson, Managing Director, Impact Porter Novelli - IPN - on client experiencesClaire Lawson, Managing Director, Impact Porter Novelli

Let’s be frank – the PR industry is obsessed with winning. Securing a high-profile client, launching viral content, or crafting an award-winning campaign, agencies invest heavily in pitches and execution … and can’t wait to write that self-congratulatory LinkedIn post. Yes, I’ve been guilty of this myself, but this isn’t about me…

Despite the noise about success, client churn remains a major issue. Why? Because results alone don’t keep clients loyal – the experience does.

A long-term client once shifted part of their business to a local Saudi agency, dazzled by a compelling pitch and strong market insights. Within months, they realised the agency lacked the quick turnaro


To continue reading this article you need to be registered with Campaign. Registration is free and only takes a minute. Register Now or sign in below if you already have an account.
Tags:agilityClaire Lawsonclient experienceCollaborationCXEngagementimpact porter novelliInsightsmarket insightspartnershipsPRproactivepublic relationsrelationshipsresponsivenessstrategic thinkingtransactional

You Might Also Like