One of the things we do very well at Array Digital is communicating with our prospects and clients. We put a lot of effort into communicating with our clients.
Back about 12 years ago, Erik worked for a retired Commander in the US Navy at a DoD contractor. He told Erik that the biggest cause of issues in the US Navy was communication. It stuck with Erik that communication is extremely important from that point.
At Array Digital, we’ve put a process in place so that we’re communicating everything with our client and they’re communicating everything with us. We started off doing digital marketing reports to give them an analysis of what we’re doing and the difference our efforts were making. We did this weekly and most of the clients didn’t watch because they couldn’t keep up with it so we went to monthly and found that that wasn’t frequent enough. So we’ve settled on every 2 weeks. We tell them the good, the bad, and the ugly plus our plan of attack.
We also have a monthly call and talk about what happened in the last month and what’s upcoming.
And finally, for our Priority 1 clients, we have a quarterly business review for the clients to meet with Erik or Kevin, usually about 2 hours at a time every quarter where we discuss their business, not just their digital marketing.
And that’s just the formal process; we talk to our clients extremely regularly.