Amber Mackay is the Head of Client Services at FINALLY Agency, a UK-based digital marketing firm. As the Head of Client Services at FINALLY, Amber is responsible for managing their team of Account Managers, leading projects, building relationships, and ensuring ongoing client success. An important metric for measuring the success of her team is their NPS score.
Topics discussed in the episode:
- Defining NPS
- The Importance of a Good NPS Score
- How to calculate your NPS Score
- Implementing NPS for your Agency
Presenting Sponsor: ZenPilot
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Resources mentioned in this episode:
- Amber Mackay on LinkedIn
- FINALLY Agency
- What is an NPS Score – Finally Blog Post
- FINALLY Agency Case Studies
- Retently
- Dr. Jeremy Weisz on LinkedIn
- John Corcoran on LinkedIn
- Rise25
- The Engine Room
- Gray MacKenzie on LinkedIn
- Andrew Dymski on LinkedIn
- ZenPilot
Episode Transcript:
Gray MacKenzie
All right! Welcome back to another episode of Agency Journey this week. I’ve got the pleasure of bringing on a special guest. I’ve got Amber McKay, who is the head of client services at FINALLY Agency from across the pond. Amber, welcome to the podcast.
Amber Mackay
Thank you, Thank you very much for having me.
Gray MacKenzie
You wrote an awesome blog post recently. It got my attention. I think it was like, WHAT IS AN NPS SCORE AND WHY DOES IT MATTER. which I’ll go pull up here in just a second, but I want to dig into that. That’s one of the reasons that I wanted to pull you on and kind of dig into what prompted you to start paying attention to NPS, how you’ve improved it, how you focused on it. We’ll break down all those pieces. But first, could you just give us a quick overview of FINALLY Agency and your role there?
Amber Mackay
Yeah, of course. So FINALLY Agency is an inbound marketing agency. We’re based in Canterbury, in Kent, in the UK. We specialize in the engineering and manufacturing industry, and we have a multidisciplinary team spanning digital web development, video, graphic design. And we are also a Platinum HubSpot partner as well, which runs through an awful lot of what we do. My role as head of client services is to head up the account management team. I’m generally responsible for kind of ongoing client success. Project success, which means I work really closely with our management team, our head of Ops to kind of ensure everything runs smoothly and that we’ve got all the processes in place to consistently get the best possible results for our clients.
Amber Mackay
Basically, I am also an account manager. So I do keep my finger on the pulse, and I’m heavily kind of involved in the day-to-day, which really does help me work really closely with my team to kind of make improvements almost every day. It’s busy, but it’s good fun, right?
Gray MacKenzie
What’s the model that you have? So you’ve got account managers. So you’re kind of overseeing a team, plus being on that team of account managers and are using a pod structure beneath that or shared resources.
Amber Mackay
How’s the internal team structured internally, our account managers, they’re kind of more seen as project leads. So that’s actually another interesting point that we’re kind of looking into is kind of the hybrid between account management and project management. I’m not sure necessarily the industry kind of knows the difference, but we do an awful lot of product leadership. We’re involved in the strategy, but we are kind of at the top of every project that we do. And then we manage the kind of delivery teams, but we don’t have pods.
Amber Mackay
We have myself included. We have three acts, three account managers, three project leads, and we kind of deal with all of the projects that we’ve got.
Gray MacKenzie
We kind of just split outright in an average week. Then between your own client, and I assume you’re probably interfacing with your clients on a weekly basis.
Amber Mackay
Yes.
Gray MacKenzie
How many calls between your own clients and you’re managing and kind of jumping, I’m assuming probably occasionally you’re jumping on other people’s calls with them. Or maybe you’re not. But how much are your week is spent on calls, then?
Amber Mackay
Goodness me, to be honest, between internal meetings, which we keep in touch regularly and client calls, I’d say a good half of my week definitely is speaking to clients is a big part of what we do, especially my role as kind of making sure everything is happening as it should do. I do join calls with my project managers, but a huge part of what our project managers do is manage their projects. We have a lot of power to kind of crack on and get the best out of our clients, and we have really good relationships with them.
Amber Mackay
So yeah, we do speak to them an awful lot, depending on the client, depending on the project, it might be that we speak to them daily. Sometimes it might only be weekly, smaller ones. It might be bi-weekly or monthly, but we are regularly in touch with them, right?
Gray MacKenzie
That makes sense. So let’s talk a little bit about NPS. Then the reason I ask about call volume is you’ve got a lot going on. So I’m assuming that’s part of where the need for NPS, the need for having said, I need some quantitative measure of how likely to retain these customers. Obviously, at the end of the day for agencies, the metric we’re looking at is on a customer by customer base is kind of lifetime value, which is your indicator of how successful are we at retaining clients, plus up selling them, getting them on the right services and capturing the value that we’re hopefully delivering for them.
Gray MacKenzie
So NPS is kind of a leading indicator to that. But when did you decide what’s the prompt for it? And then when did you decide to start implementing NPS?
Amber Mackay
The NPS process for us actually is quite new. I became head of client services last year, and this is one of the first things that I ever really stumped my teeth into. So we really sort of started running it at the start of the year. It wasn’t working very well, to begin with. The initial process we had wasn’t great. The update wasn’t great, so we changed that up and that’s now a really well practice process that we continue to replicate. It was a goal of mine. I kind of saw that as a really good way to start making some improvements in my Department.
Amber Mackay
That kind of separated my role from just project management. It was kind of a way to improve my Department. But having an NPS score as a metric was kind of just one thing. It’s a really useful benchmark. You can add it to business reports. It’s something to continually measure on it gives a bit more of a scientific view of everything that’s going on. But for me, it’s still really only the first step for us. It’s more asking the NPS question. But then getting the feedback is actually really important because we instantly act on that feedback.
Amber Mackay
We kind of always take what our clients say, and then we make that actionable and we go and do it straight away. So it means the improvements are happening straight away and that we’re constantly learning. And obviously, the improvements we make mean more success internally and externally with our clients as well, which hopefully, in turn, means more recommendations to work with us.
Gray MacKenzie
Right. Well, I guess the first thing we should do here is just breaking down what it is. So NPS, Stands for Net Promoter Score. It’s a question everyone’s seen a million times to refer this product or service to a friend or colleague. And then from an equation perspective, it kind of breaks down into these three different buckets of promoters, which are your nine s or your tens passives, which are the sevens or eights, and then the tractors, which are your six. Did you use a word in this post that first of all, how British?
Gray MacKenzie
Second, I had the wrong impression. You said promoters are chuffed and loyal brand ambassadors.
Amber Mackay
Yeah.
Gray MacKenzie
I don’t know why I thought chuffed meant the opposite way. Like, I’m a little bit upset.
Amber Mackay
Okay. Now in British, chuffed means super happy. Okay.
Gray MacKenzie
This is great to know. So what’s a synonym for chuffed? Is this just, like, excited or does it mean something else satisfied?
Amber Mackay
Like super satisfied? Like really happy.
Gray MacKenzie
Okay. And then obviously, to get your score, you’re taking your percentage of your promoters and subtracting the percentage of the tractor. So if we just make the math really easy, if you have ten people respond to this and you’ve got six people who give you a nine or a ten, then you got 60% of your audience as promoters. And if you have two people who are your detractors, that’s 20%. So 60 -20 is 40. And you’ve got your score is of 40 on the NPS route.
Amber Mackay
You did that much quicker than I would have been able to. I actually have a really handy website that helps you do the calculations because of math.
Gray MacKenzie
I’ve spent more time in NPS in the last couple of years.
Amber Mackay
Okay.
Gray MacKenzie
Although I like the tool itself, I think it’s a handy kind of metric that you can use and can be somewhat centered across places. But there’s a lot of variables that we’ll get into that are challenging. So industry average here. And I think you mentioned in the post, it’s around six. We put out some stuff a couple of years ago or a year and a half ago. Maybe the industry average services or agencies space specifically is like 62, and that’s obviously coming from its NPS tool.
Gray MacKenzie
Let’s talk a little bit about some of the technical pieces, and then I want to get into impact and the strategic side of what you’ve built out. So technically, are you using HubSpot to measure NPS or what tool are you using to send and manage NPS service?
Amber Mackay
So yes, we did. We did use HubSpot to measure NPS, and we used automated emails, which meant that people would kind of drop into workflows depending on their life cycle stages and any of the specific kinds of categories we put them in. It wasn’t working. The uptake was not great. Everyone is busy. People’s inboxes are full anyway, so to speak. I am the tool with my slide presentation on the call with my account manager. We’re the ones doing it now. So it’s technically a manual process, but it’s actually not really a process at all.
Amber Mackay
It’s actually a conversation.
Gray MacKenzie
Okay. So you’re actually asking them. For your NPS prompt Are you saying that script verbatim to them on a scale of one to ten?
Amber Mackay
Yes. When we change it a little bit, we kind of use, sort of say, on a scale of one to ten or not ten. How likely are you to recommend us or how much do you love us is sometimes if we’re really close to them, we might change it.
Gray MacKenzie
So then they’re giving you an answer. Does that live in a Google spreadsheet? Or where are you putting that information?
Amber Mackay
It does live in a spreadsheet. Yes. We have an agency scorecard that covers all sorts of different metrics that we report on bi-weekly, and it lives in there, and it gets updated every couple of weeks.
Gray MacKenzie
Yeah. Okay. Makes sense. And then obviously the follow-up question is, I assume you’re following that up with why do you give the NPS score that you give or they go, yeah. Makes sense. And then that’s where you’re talking about. We’re taking action. Then off of what feedback they give.
Amber Mackay
Yeah. Exactly. That.
Gray MacKenzie
Okay. Makes sense. How frequently are you asking people?
Amber Mackay
So we ask all of our retainer clients at least every quarter. That means every three months we have a proper meeting with them, where we have a shortage presentation, where we might go over activities in the last three months. What’s coming up over the next three months? What’s going? Well, what’s not going so well? And then we always ask that question right at the end. If they are just smaller project clients, we’ll probably tend to ask at the end of that project on delivery.
Gray MacKenzie
Yes. That makes sense. And then in terms of who gets the NPS survey, I’m assuming most of the time on client calls, you’ve got one point of contact, maybe two. Correct me if I’m wrong.
Amber Mackay
Yeah. So we ask every client gets asked. We’re in the process of asking everyone as we go along, but everyone will at some point be asked. And it will be the key stakeholders that deal with their project lead on an ongoing basis.
Gray MacKenzie
Okay. So just to say back to you, then if you’ve got let’s say you’re dealing with the marketing manager at a manufacturer, but the VP of marketing or owner of the business, depending on the size of the business, is the one writing the checks, but not getting on calls with you. Are you sending that via email, then are you calling them directly at some point or just trying to pull them into a call to ask that question, like on a quarterly planning call? How are you making sure?
Gray MacKenzie
I guess that you get the touchpoint to maybe impact the decision, but aren’t on the weekly calls with you.
Amber Mackay
Yeah. We’re actually really lucky at finding agencies. We work with the clients that we work with. In general. We are always in touch with the key decision-maker. So we need to speak to the CEO BMDs or as you say, the people writing the checks, we are fully in contact with them. If they’re not on the course, we retain a call for whatever reason. If they’re busy. Yes, we would always give them a call. We would speak to them separately. As I said, the key is to speak to the people that you are dealing with every day because they are the ones that can tell you how well or how well you’re not doing right.
Gray MacKenzie
Okay. So let’s talk about the impact. First of all, you wrote here about kind of your takeaways and experience with NPS. So what is FINALLY Agency’s NPS?
Amber Mackay
Our current NPS score is running at 80. We have approximately 25 clients that we’re currently working with on kind of various levels. That number is probably bigger but on different various levels. And because the process is fairly new, we are still working our way through a lot of those and depending on the kind of where they are at their life cycle. But as I say that everyone gets asked regularly enough that we are constantly reporting on that number.
Gray MacKenzie
Are you leveraging that? Do you know, it seems like that’s a number that I would want to be pointing out NPS internally. I don’t know that we’ve ever done a huge public push on it, but we should or we could, I guess, is another way to say it. You certainly could as well, obviously, anytime that you’re picking out a metric. If that’s not the industry-accepted metric, it’s hard to say. Well, we’re Navy and someone else. It’s all internally reported. So anybody can say, yeah, we’re 98.
Amber Mackay
Yes.
Gray MacKenzie
But are you all using that in your market? It’s on the blog, which is super cool that you wrote about it and put yourself out there. But are you using that in marketing or sales at all?
Amber Mackay
Currently, not as a metric? No. But that kind of brings you back to the point of it’s not that the metric and the number itself is only really the starting point. So the biggest thing for us is the feedback and then the positivity or the structural help that clients give us when they give us feedback. So a big one for us is customer testimonials, and we have a videographer in-house and we do a lot of video work and a project that we obviously used to work on.
Amber Mackay
Post-covid, pre-covid. I was heading out and meeting with our clients. Now we will be doing that more again. And the best part of it is that is it your clients, your biggest selling point. So for us, the NPS metric is the starting point. And then going out to those clients that we work brilliantly with and getting a testimonial from them, recording us, having an interview with them and discussing our projects and all that stuff and then reporting on the results of the projects which we always do.
Amber Mackay
We post a lot of case studies. We post a lot of results, reports, all of that material gathered together with the metric is just such a fantastic story to sell.
Gray MacKenzie
Right. So you are getting so many different questions here, but you’re three quarters into running NPS. Now, as we’re recording, this is the beginning of Q four here. So do clients know who aren’t your clients or working with a different account manager know? Amber’s on the call? I’m going to get asked NPS or How’s that receipt conversation then?
Amber Mackay
No. I think they see me on the call. They think, what have we done wrong now? I think because it’s part of the process now our project leads. We ask the question all the time. They expect it to come up. It’s not supposed to be an intimidating question. It’s not supposed to be a question where they suddenly think, if I’m honest, I’m going to upset someone or I’m just going to give them loads of great positive praise because that’s all we want to do. It’s not supposed to be a difficult question.
Amber Mackay
It’s supposed to be a conversation staffer. It’s supposed to open up about. It’s meant to be transparent. It’s meant to help our communication going forward. The more we ask our clients kind of actually, the more they get into it, and the more that they see that it’s helpful. I think it’s always a slightly strange question to be asked for the first time. It can put you on the spot. But I think if you can’t answer that question or if it’s an uncomfortable question that you’re asked and you don’t want to say it there, and then we’ve got words to do anyway.
Amber Mackay
So to me, honesty is really helpful both ways. And if you’re not honest, everyone’s doing each other a disservice. Really.
Gray MacKenzie
Right. Well, I think there’s a couple of things I like about what you’re doing that are really cool, and they’re different from what I would normally recommend to people. One is in our NPS setup. I want to isolate the person that they have a relationship with from the person who’s asking the question. I don’t want them to have to give me an answer in front of the person they deal with on a day-to-day basis, because I think that is easy to buy. You have to make a decision at that moment.
Gray MacKenzie
Do I want to potentially offend somebody who I’m going to work with or talk to on a daily basis? And I have some type of relationship with. But you’ve mentioned a couple of different things here. One is its part of your process. So you mentioned the update rate, and what that normally looks like for agencies is sending out emails and nobody. If you introduce that to 25 clients today who’ve never had to do that before, most of the time, they’re just going to ignore that. So the cool thing about running a services-based business is you get to make whatever the rules are around.
Gray MacKenzie
How what it’s like to work with you. So if you set strong expectations on the front end for every new client who’s working with us, this is just part of what you do. When you work with us. You pay your monthly bills, you show up to your calls on time and you have to answer your NPS survey, and those are nonnegotiables. You get to make those and set them up. And so you’ve forced that on people by doing it on a call. And then the real key is exactly what you said, which is NPS is a great metric.
Gray MacKenzie
NPS is awesome to put on a scorecard and to work around and you need those central points. But the real magic is not asking people to survey questions. The real magic is, what do you do with the answers from that? And how do you continue to build and strengthen those relationships you mentioned? We’re taking action right away. So someone tells you, hey, I’m an eight. They are passive. The obvious question is what’s one thing we could have done to make your experience better? What’s the difference? Why did you not score it lower than that?
Gray MacKenzie
Why did you not score it higher than that? You got all these different follow-up questions. Are there any specific examples that come to mind of how you’ve dealt with that feedback right away to improve client relationships?
Amber Mackay
I think largely. Usually. I think communication is a big one. Sometimes if you’re particularly busy period, communication can sometimes fall down. I mean, that’s both sides a lot of the work we do relies quite heavily on client input. From an education point of view. We’re working in quite a technical sector. So a lot of the time we rely heavily on our clients being able to give us information and give us answers so that we can create content or we can create campaigns that are technically and that are technically correct to their industry.
Amber Mackay
So we do rely quite heavily on their input. And if our communication isn’t strong enough and we don’t make that clear, from the outset. Sometimes if things are held up because we’re waiting on things from their side, that can be quite frustrating on both sides of it. So that does come up quite often. And once we’ve spoken about it, we said, how can we make that process easier? How can we not add to your to-do list but see us as something crucial that you have to do every other day or something during the week?
Amber Mackay
We work with them to make it as easy as we possibly can.
Gray MacKenzie
Right. That makes sense. I guess a couple of questions. Is there a point at which let’s say you’re talking to an agency, which you are right now, obviously? But they’re thinking about NPS. This conversation has been wondering, should we implement NPS? Is there a team that’s too small to bother setting up NPS, or is there a point where you’re like, hey, 25 people sounded 25 clients sounded right? Or ten clients would have been the right place to put. Is there a right place to put these tips and metrics in place and systems?
Amber Mackay
I don’t think so. I don’t think so. I think obviously, the smaller you are, and we have a handful of clients that we adore as well. I should say, obviously, we adore working with all of our clients. We love all of our clients, but we do have a selection of clients we work with for a long time. We have really well-established relationships with those who would always give us a high NPS score. And of course, they feed into the great score that we do have. But time and time again, we do great things.
Amber Mackay
We will always have the odd thing that we can improve on and we can do and we continue to do better. But if you’ve only got a small number of clients and they all love you, it’s going to inflate and you’re going to look fantastic. But then again, that’s where it comes into. NPS is just a metric. And that’s only the starting point. You should always be asking. No matter how many clients you have, you should always be asking them, how well are we doing? What can we do better?
Amber Mackay
That’s the biggest part of it. I think maybe on the metric side of things, you could probably have a limit. Otherwise, you’ll be, as I say, inflated and look and look much better than you are. But not necessarily true. I’m sure people are fantastic, but yes, I would say you do need to take that into account.
Gray MacKenzie
Right. That makes sense. And then prep you to go down this road. But you mentioned something earlier that always catch my attention. You mentioned scorecard. Are you running on the EOS or do you have?
Amber Mackay
Yeah.
Gray MacKenzie
Okay. So on that scorecard, then, on a weekly basis, feel free to share what you’re comfortable sharing or not sure what you’re not comfortable sharing, Apart from NPS what are some of the other key metrics that you care about from specifically your role leading client success at an agency. What are some of those metrics that you care about?
Amber Mackay
Our EOS system? We have all the team leaders from all of our delivery teams are in there. So from a digital point of view, we report on the number of marketing leads we’ve received that month. I think we do them bi-weekly, as we report on that quite heavily. My NPS score is in there. We report on Business one that week, we report on our financial status, which is obviously helpful from us internally. The number of blogs written, the number of blogs published, that sort of thing because we put out there quite a lot about how important education is, and we do a lot of content for our clients.
Amber Mackay
We then practice what we preach, and we do a lot of that as well. So we report on quite a wide spectrum of things. To be honest, just because we have everybody in our company in our agency management wise, comes to those meetings and reports on what their teams are doing, right?
Gray MacKenzie
That’s awesome. So in those blogging numbers, those are your internal, like the FINALLY agency content production. That’s awesome. One of the things I think I was the challenge would mention really like the lifetime value of clients is one of the biggest metrics to pay attention to. The problem is, you don’t know the lifetime value of someone until they’re no longer until their lifetime is value. So that’s what we’re really trying to use. NPS is kind of a proxy for how likely are we to retain clients when you get clients who say a six or lower, they’re detractors.
Gray MacKenzie
What is in your playbook or what are some of your go-to? What are the things that you are looking to do to fix? And how do you know when to draw the line between saying this relationship is not working? We’re better off moving on from them versus hey, this is one that we just have an issue in communication or we haven’t had enough time that expectations are just off a little bit here, but it’s a good account that we should still continue working.
Amber Mackay
It’s a really tricky situation. I have to say, we are lucky that we’ve not been in that situation very often. And to be honest, if you have a detractor who is not happy, then chances are you already know about it. So it’s not going to be a surprise when it comes to that retaining review. It’s not going to be a surprise when you suddenly have that meeting to discuss the activities. You will know that things aren’t going well, and hopefully, you would have already been starting to do things to make that better.
Amber Mackay
Whatever is in your power to make it better, you’re already doing that. So that when you’re having these regular meetings, you say, Well, we’ve tried to do this, and here’s what we’ve implemented. And here’s how this has helped. And here’s how this hasn’t. And it’s a constant iterative process. But unfortunately, you do have those clients where, unfortunately, the relationship is for whatever reason, on whatever side is not ideal. We would always schedule a follow-up call. I would always say we can take this offline and you and I can have a conversation separate from the delivery teams and really get to get to the bottom of it and get that feedback through.
Amber Mackay
And again, a huge part of what we do is retrospective meetings as well. So we’re always talking about how great projects are and we go through retrospectives and we talk about, yes, we need to do this again. And yes, this is great. Let’s replicate it. But you really have to focus on the negatives as well. You have to focus on what is not going so well, whether that’s when a client, if when a client leaves, or even if it’s just the end of a project, there are always going to be things that you could do better.
Amber Mackay
But I think the main point of communication and what we really strive to do is for nothing to ever be a surprise. We speak to our clients so regularly and we’re in touch regularly in reporting all the time. We report monthly that if a problem comes up, we would have faced it head-on, and it’s not seen as something that will absolutely kill the relationship. And as I say, we try our best at all times and we learn and we keep going right.
Gray MacKenzie
Okay. Let’s put the script on the other side. Your most chuffed, your ten, your best promoters are there standard act you mentioned we care about testimonials and refer, like getting referrals back in. That’s one of the items we’re running EOS as well. One of the things that we look out on a weekly basis outside of NPS is on the scorecard as well, and NPS by service line. But we care about how many of those people who say they love us are actually doing what promoters do and promoting us as well because it’s a huge growth lover.
Gray MacKenzie
Are there go-to things when someone says they were attending like, are you going right into will you leave us a clutch review or do you have anybody in mind you can make a recommendation to are there go to things that you have, or is it case by case? What’s the playbook on that side?
Amber Mackay
I think it’s probably case by case and would largely depend on whether they’re a retainer or a project client with us. But I think the go-to for us would always be to at least gather a testimonial, which we would pop on our website. We’re hot on social media. Linkedin is a big platform that we use for our clients and for ourselves. So any testimonials, any client videos that we do, we’ll be then sharing on social. They become part of our marketing Journeys. And again, we do written case studies on our websites as well, where we kind of show.
Amber Mackay
For example, if it was a rebrand, we’d show what the client looked like before and what they look like. Now we’d then include a testimonial. If we were lucky to have got a video with them, we would include that as well. And I think our website and our LinkedIn channel are kinds of our biggest push for that sort of thing.
Gray MacKenzie
One of the things I’m going to give a shout out here to Jeremy Wise, who runs Rise25 along with John Corporate. They run the podcast right now for us. But one of the things that they do really well is around social proof. So Jeremy and I were on a Zoom. This is like a couple of months ago, and I was just telling him it’s been a great experience. And right away he was like, at that moment, he was like, hey, we’re on Zoom already. Let’s just record it really quickly.
Gray MacKenzie
And so it made it super easy. No extra friction for me to go record a 92nd or 2-minute long testimonial sniper here’s been my experience working with them. And so that opportunity, like, at that moment, the cool thing about you asking folks live is you get the opportunity right then to say, hey, let’s schedule either schedule to follow up right then, or you can get it. Capture it at that moment. That makes a ton of sense. Are you normally lining up? I assume, especially if you’re doing a longer case study, you’re probably lining up a follow-up call off of that versus recording live.
Amber Mackay
Yes. Our case studies take a little bit of time to put together because we write the content around them. We go back and we pull all the stats and we do some sort of, like, number crunching just to kind of really Hone in on where we were benchmarking and then where we are now. But, yeah, when things are going great, we grab a testimonial, even if it’s literally just typing away what that person has said. And then we can make it a testimonial later, and then they can just approve it.
Amber Mackay
We put it anywhere. If it’s a case that we want to do, we want to put them as part of our new customer testimonial video project that we have. We tend to put those in, and we actually tend to do more videoing with them during those sessions. So we might capture campaign footage at the same time as capturing our own testimony. So it doesn’t feel like they are. They’re just working hard to promote us. then we return the favor when we do some campaign work, or we have another meeting when we’re there.
Amber Mackay
And it’s just kind of part of building a relationship. Really. It feels like a natural relationship builder, for sure.
Gray MacKenzie
That’s awesome. Well, Amber, this has been really fun. You’ve given folks a lot to think about and a lot of helpful feedback. Just first-hand experience kind of running NPS. So let’s point people to a couple of places. One is obviously. Finally, agency, which we will include in the show notes, is the agency site? Is there anywhere else that you’d want to direct people is the best place to go connect on LinkedIn, or is there a better way to reach out and connect with you?
Amber Mackay
Absolutely no. Connect with me on LinkedIn. Connect with the rest of the final team on LinkedIn. We have our own. If you’ve heard of it, seen, or heard of us promoting The Engine Room, which is kind of a webinar podcast that we do. That’s another great. You can follow that hashtag on LinkedIn. Hashtag. FinallyEngine, where we give out all sorts of different help and advice from social media all the way through to web and digital and SEO and that sort of thing. The resource section on our website is fantastic.
Amber Mackay
We’re writing blogs all the time, and it’s the people in our agency actually writing the blogs on their discipline. So we’re regularly posting all sorts of new things up there. So, yeah, absolutely. Find us on LinkedIn and you won’t miss us. We talk on there an awful lot.
Gray MacKenzie
That’s awesome. Cool. We’ll make sure we link up to the engine room and all of the resources that you mentioned here. But, Amber, I appreciate it. Thanks for making time and coming on with me today.
Amber Mackay
No worries. Thank you very much for having me.
Gray MacKenzie
All right. Just enter the recording. Amber, you crushed it.
Amber Mackay
Thank you.
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