Expert Focus
By Stephanie Newton
How Do You Keep Your Clients Engaged?
In the fast-paced world of digital marketing, client engagement can often feel like a balancing act—one misstep and you could lose their attention altogether. As local SEO professionals, we must continuously strive to ensure our clients feel valued, informed, and involved in their journey to online success.
It’s not uncommon to find yourself nodding along with some of these scenarios:
You have a handful of clients but rarely get on the phone with them.
Your calls require a barrage of emails to get a response.
You share insightful reports, yet you have no clue if they ever glance at them.
Clients seem indifferent to your advice, even when it involves their customer reviews.
If this sounds familiar, congratulations! You’ve stumbled upon what many in the industry call "unengaged clients." But don’t take it personally; it's just part of the agency game. They might be swamped with other priorities, or perhaps they expected that hiring you would magically solve their marketing woes.
So, how do we tackle this issue? Who better to provide insights than our trusted experts in local search? We gathered tips from ten professionals who’ve successfully navigated the murky waters of client engagement. Let’s dive into their wisdom!
We Asked the Experts: How Do You Keep Your Clients Engaged?
Laura SalterDigital Strategist at Kick Point“When dealing with unengaged clients, simplifying is key. Do as much work as possible without needing their input and provide just one specific action item for them at a time. Overwhelming them with requests won’t yield better results.”
Blake DenmanFounder at RicketyRoo“A lot of reports confuse small business owners. We created a one-page Google Data Studio report focusing on what matters most to them: leads. Traffic and rankings are great, but new business pays the bills. When clients don't respond, we send a final email letting them know we’ll have to part ways unless we start getting the information we need.”
Carrie HillLocal Search Analyst & Community Manager at Sterling Sky“Uncommunicative clients are a challenge. A robust onboarding process can make a huge difference. If I have access to all the necessary accounts—GMB, Yelp, Analytics, etc.—I can take action even when the client is MIA. However, those clients won’t achieve the same success as engaged clients who provide timely feedback.”
Tim CapperLocal SEO Consultant at Online Ownership“I often see two extremes in client engagement: those who are overly communicative and those who go radio silent. Once you build trust, a monthly check-in can often suffice. I’ve had clients who only replied with a simple ‘Thanks’ until one day, they shared that we had just achieved their highest yearly turnover. That’s the kind of feedback that fuels my creativity!”
Ben FisherFounder and VP of Marketing at Steady Demand“When we encounter unengaged clients, we schedule quarterly meetings to reconnect and identify their knowledge gaps. Most clients don't read reports, so these touchpoints are crucial for keeping them engaged. Setting expectations upfront is also vital to understanding how engaged they will be.”
Claire CarlileLocal SEO Expert at BrightLocal“Understanding why client engagement is necessary is essential. Having a shared definition of engagement can set the stage for a successful partnership. It’s about getting things done together, which is much harder without clear communication. Before starting, discuss their internal resources and establish a roadmap for success.”
Amy TomanSEO Analyst at Digital Law Marketing“The best way to draw clients in is by connecting local SEO needs to their personal experiences. For example, when discussing review management, I ask them how they search for new products. This not only educates them but also makes them realize how their reviews impact their business.”
Andy SimpsonSenior SEO Specialist at Digital Law Marketing“I invite clients to local Chamber events where they can hear me speak about local SEO. Listening to business owners during Q&As helps create a deeper engagement and builds trust.”
Crystal HortonDigital Account Manager at Accelerate Marketing“We engage clients through project management software and keep them updated with personalized video updates. If they don’t respond, we follow up with calls and texts, ensuring the focus is on their goals, not just ours.”
Niki MosierHead of SEO at Two Octobers“Unengaged clients can be a struggle, especially when they come back after a long silence. Providing them with data that helps them do their jobs better is key. When they see the value in what we provide, it encourages them to engage more actively.”
How do you handle unengaged clients? Have these insights from industry experts sparked new ideas? Share your thoughts in the comments!
In a digital world where visibility is everything, GMB Fox ensures your business isn’t just online—it’s the first choice customers make. Let us handle the complexities of digital marketing, so you can focus on what truly matters: growing your business.
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