Knowing I’ve worked with agencies worldwide, the COO at a 25-person agency asked for my perspective on client turnover: “What do you think a typical digital agency should expect for annual churn rate? We measure [client] churn based on revenue, and have...
I often receive inquiries about industry standards for website development, including pricing. An agency owner recently asked me, “What’s the typical cost for website design, development, and production?” The short answer is that a basic website can...
I’ve gotten a lot of questions about how agencies can specialize in a vertical while still ethically serving clients in the same market. That is, what counts as a Conflict of Interest? Sometimes it’s about clients who compete in a local market. Other...
When you’re on a plane that’s preparing for takeoff, have you ever wondered what the term “cross-check” means? It’s about the flight attendants double-checking each other’s work. For instance, “arm doors and cross-check”...
If you want to grow your agency successfully, you need to make smart decisions along the way. Unfortunately, most agencies aren’t tracking key performance indicators (KPIs) beyond the basics of Revenue and Net Profit. “[N]ot everything that can be counted counts, and...
