Agency consultant Karl Sakas shares how retaining more clients will boost profits at your marketing agency. Based on advice in "The HUMAN Brand" by CMO Chris Malone and psychology professor Susan T. Fiske, see how customer retention secures your marketing and sales investment.

1. Karl Sakas, Agency Consultant
@KarlSakas | Karl@SakasAndCompany.com

2. The
Leadership
Retreat

3. Great at getting things
done, but not at
making it fun.

5. The Problem

7. +5% retention
+25-85% profits

10. Warmth +
Competence
@KarlSakas

11. @KarlSakas

12. “A person who demonstrates both
warmth and competence inspires
feelings of trust and admiration within
us, motivating us to seek a continuing
relationship with that person.”
–Chris Malone & Susan T. Fiske, The HUMAN Brand

13. "People need to
be reminded
more often than
they need to be
instructed."
Samuel Johnson,
Author (1709-1784)

14. Competence
Warmth
High Warmth
&
Low Competence
High Warmth
&
High Competence
Low Warmth
&
High Competence
Low Warmth
&
Low Competence
+
+
-
-
@KarlSakas

15. Competence
Warmth
High Warmth
&
Low Competence
High Warmth
&
High Competence
Low Warmth
&
High Competence
Low Warmth
&
Low Competence
+
+
-
-
@KarlSakas

16. Competence
Warmth
High Warmth
&
Low Competence
High Warmth
&
High Competence
Low Warmth
&
High Competence
Low Warmth
&
Low Competence
+
+
-
-
@KarlSakas

17. Competence
Warmth
High Warmth
&
Low Competence
High Warmth
&
High Competence
Low Warmth
&
High Competence
Low Warmth
&
Low Competence
+
+
-
-
@KarlSakas

18. Competence
Warmth
High Warmth
&
Low Competence
High Warmth
&
High Competence
Low Warmth
&
High Competence
Low Warmth
&
Low Competence
+
+
-
-
@KarlSakas

19. Your Favorite
@KarlSakas
(or Your Least
Favorite)

20. Competence
Warmth
High Warmth
&
Low Competence
High Warmth
&
High Competence
Low Warmth
&
High Competence
Low Warmth
&
Low Competence
+
+
-
-
@KarlSakas

21. How do you make it happen?

22. Increase
Warmth
@KarlSakas

23. Choose to make
Warmth a priority.

24. Assess your current
level of Warmth.

25. Celebrate Warmth
by your team.

26. Increase Warmth
1. Choose to make Warmth a priority.
2. Assess your current level of Warmth.
3. Celebrate Warmth by your team.
@KarlSakas

27. Increase
Competence
@KarlSakas

28. Repetition = Create processes.

29. Do debriefs.
@KarlSakas

30. Support your team’s
professional development.

31. Increase Competence
1. Repetition = Create processes.
2. Do debriefs.
3. Support team’s professional development.
@KarlSakas

32. Let’s Practice!

33. SUBJECT: Your monthly client report
Hey, sorry I forgot again! I know you
needed it to meet with your boss but I
was busy helping my other clients.
Your numbers are still down but I’ll
try to figure it out this time. Any
ideas? I attached the 43-page PDF.
LMK by 6pm if you have any questions;
I’m heading to the lake for vacation!

34. Competence
Warmth
High Warmth
&
Low Competence
High Warmth
&
High Competence
Low Warmth
&
High Competence
Low Warmth
&
Low Competence
+
+
-
-

35. Challenge

36. Get eBook + Tons of Tips
Free^
Go to
bit.ly/GetTheClientBook
Karl@SakasAndCompany.com
@KarlSakas