A real talk on client experience with our Client Services Director
Great results are built on strong relationships and clear communication.
In the creative marketing world, great results don’t happen by accident. They’re built on strong relationships, clear communication and a deep understanding of what our clients actually need.
To unpack how this plays out in practice, we sat down with our Client Services Director, Emma, to talk about our approach to client experience and why it’s such a critical part of how we work.
Q. So, what’s different about how we work with clients?
“The first thing that clients notice is that we listen. We don’t jump straight into solutions or shiny tactics. Instead, we spend time understanding their business, challenges and what success looks like for them. That early discovery phase sets the tone for everything that follows.”
Q: Why is that discovery phase so important?
“Because no two clients are the same. Even businesses in the same industry can have completely different goals, internal pressures and audiences. If you don’t take the time upfront to understand those nuances, you risk delivering work that looks good on paper but doesn’t really deliver value. Our job is to align marketing activity with real business outcomes, and that starts with asking the right questions.”
Q. What does being “client-centric” mean at Starbots Creative?
“For us, it’s about how clients feel day to day. They should feel informed, supported and confident about what’s happening behind the scenes. That means being clear about timelines, being upfront about challenges and not disappearing once a project is underway. We want our clients to feel like they’re working with a partner, not chasing a supplier.”
Q. Where does collaboration come in?
“The best results always come from collaboration. We see ourselves as an extension of the client’s team and they should feel that too. They know their business better than anyone. So, when we combine that knowledge with our creative marketing expertise, the results are always stronger.”
Q. How do you adapt your communication style for different clients?
“Everyone’s different. Some clients love detailed data and regular deep-dives, while others prefer top-level updates and clear next steps. Part of a great client experience is recognising that and adjusting how we work together, rather than forcing everyone into the same way of working.”
Q. What do you want clients to feel throughout a project?
“Confident that we understand their business and that we care about the outcome. When clients feel that level of trust, the working relationship is so much stronger.”
Q. What feedback do you hear most often from clients?
“That we’re easy to work with, we actually listen and we’re genuinely invested in their success. A lot of clients come to us feeling frustrated by past agency experiences or haven’t worked with an agency before, so having open conversations and setting realistic expectations goes a long way. Marketing partnerships should feel supportive, not stressful.”
Q. How do you see client expectations changing in the future?
“We’re already noticing a shift, with clients expecting more transparency and strategic thinking. They’re looking for partners who don’t just deliver tasks but help guide decisions and challenge ideas when needed. That relationship side of marketing is only becoming more important.”
Q. Final thought – what defines a great client experience for you?
“Clear communication, mutual trust and shared goals. If we can make the process clear, collaborative and genuinely enjoyable, then we’re doing something right.”
For us, a great client experience is about listening and working together properly. When clients feel understood, supported and confident in what’s happening, the work is better and the relationship lasts longer. That’s the experience we aim to create, every time.
If that sounds like the kind of agency relationship you’re looking for, then we’re probably a good fit.
Let’s connect:
https://starbots-creative.co.uk/get-in-touch
