Key Learning Point – the surfer does not try to control the environment but rolls with it. As an entrepreneur, it is essential that we do not try to control everything. “O, that way madness lies.”

Read the latest updates from We Are Adam on the state of play in businesses during the COVID pandemic.

Learning how to think more than what to think will enable you to understand ‘the why’ behind what’s being done, which helps with diagnosing and fixing issues if they occur, alongside maximising performance and taking advantage of opportunities.

Question: if every company wants to delight its customers, then how come we don’t spend most of our customer days delighted?

If every agency wants to delight its customers, then how come they don’t spend most of their customer days delighted? Read more from Robert Craven...

Customer experience is not about having a ‘good’ customer service - this should be a given in all successful businesses. It’s about creating an experience that leaves a customer feeling valued, special and eager to return to your brand and share their experience.

Owner-managers (the smaller, younger naive businesses) find it almost impossible to sort the good from the bad in the sea of offers of help. Read this article from Robert Craven on where to and where not to get business advice.

Some of the top questions we are being asked are around team effectiveness. Read Robert Craven's response and get your teams and people sorted out!

Marcus emphasises that there are what he calls ‘The Big Five Questions all clients ask’.

He goes on to argue that you should answer every customer question with content online. Ideally video content.

Most of your competition will try to avoid answering the Big Five Questions.

In the many conversations I’ve had with agencies most challenges appear to fall into one of three buckets:

Struggling to attract clients

Issues with proving value and earning buy-in for long term ROI projects

Challenges with team’s

Read more from Rand Fishkin

The pandemic has accelerated digital transformation…most notably in retail. However, it is in China, not the West, where the future of e-commerce is being staked out.

One of the biggest but less remarked upon challenges presented by lockdown has been the impact on professional relationships. Read this awesome article from Andy Lopata

In Robert Craven's final instalment we hear about his predictions for 2021... are you ready to read this?

Read Robert Craven's predictions for 2021. A must read for any digital agency. Part two!

Clients have been asking me about how to claw back time in their busy schedules. The irony is that a simple technique of adding a new task will give you back some time. Read more from Robert Craven on GYDA Member Hub

If you wish to prove that your agency/business is just a run-of-the-mill and unoriginal, vanilla-flavoured company like the rest, just keep on banging out those quickly-written and to be honest, shallow blog posts.

Adland bangs on about the virtues of working stupidly long hours as if it were a badge of honour. I have noticed that all agencies now seem to do this. They talk about work/life balance then the senior team work a 14-hour day. Read the rest of the article from Robert Craven!

As business owners, surely we all want to sell as much as we can as fast as we can? Read this article from Guy Arnold and slow down to sell more!

The business development needs of small and large agencies seem to be catered for by coaches and big-ticket consultancies respectively. However, the market is failing to satisfy the needs of the directors of medium-sized agencies.

High-performing digital agencies charge more, earn more, are more profitable, hire the best people, have the pick of reputable contractors and utilise their resources more effectively.

We Do Not Learn From Experience… We Learn Reflecting On Experience. Read this two minute article from Robert Craven.