We’re not surprised, Brkthru was founded on Service. In our fourth annual Client Satisfaction Survey, more than 9 out of 10 of clients scored Brkthru “Very Satisfied to Extremely Satisfied” in overall service.
In an industry where 40% of clients say they’re likely to fire their agency partner within 6 months (AdAge 11/22), Brkthru bucks that trend as 43% are likely to spend more and 93% are likely to recommend Brkthru.
Chief Revenue Officer Tom Connelly explains why the Brkthru focus on service works so well:
Q: Why is Service so important in a business like Brkthru?
Tom: Marketers, from small to larger, need help sifting through the noise in our industry. Digital media is complicated and constantly evolving. Brkthru is like a concierge to the complexities of ad tech — providing white-glove service that makes sense of it all and lending support to our clients. And we have access to services and platforms that technology providers don’t.
Q: What does Service mean to you?
Tom: Good service is putting your customer’s needs at the front: addressing those needs in our recommendations, being overly communicative and being efficient throughout the whole process. A customer should feel like they are heard AND they are important – that is what service means to me, and I know that’s what Brkthru delivers.
Q: How is Service a competitive advantage for Brkthru?
Tom: Each client is assigned a Brkthru team of digital media experts in their field, not just one person wearing many hats. This team is from multiple departments of Brkthru working every day for every client: Client-facing leadership and support from Client Success and Client Services, a Strategy team providing audience, industry and media insights, the Media team building and optimizing the campaign, and an Analytics team to help with proper campaign setup, reporting and insights during and post-campaign. From my experience in the industry, this is exceptional. I know our clients feel this in a very tangible way.
Q: In an industry dominated by tech, can Service make a difference?
Tom: Many marketers are intrigued by the impact that data and technology can bring to their business. The issue is that the ad tech landscape is complicated, and in some cases difficult to access (due to spend minimums, etc.). We find at Brkthru that many organizations benefit from a service layer that functions as an aggregator or curator of all the tech that exists. We put together a solution using the appropriate tech and media channels for the desired business outcome. At Brkthru, we take a holistic approach in developing a digital media plan.
If you’re an advertising agency or a client-side marketer and are interested in learning more about Brkthru’s approach to service in the world of paid digital media, please reach out. We know clients need and want a partner who listens, and at Brkthru “we’re all ears.”