Do clients trust agencies anymore?
Lower levels of trust between agency and client are complicated by increased frustration that multiple agency partners aren’t collaborating sufficiently for effective integrated solutions

The strain of the fast-moving communications world is showing. Jeremy Caplin, reporting from Aprais’ Worldwide database of client-agency evaluations, paints a picture of fragmentation. Lower levels of trust between agency and client are complicated by increased frustration that multiple agency partners aren’t collaborating sufficiently for effective integrated solutions.
More human dialogue is required
It will not have escaped many in the communications industry that some of the tensions that periodically exist between advertisers and their agencies are spilling over between their respective associations – quite publicly at that. In March 2015, Bill Duggan, group executive vice-president of the Association of National Advertisers, said: “I really do believe that we’re in an era of the least transparency between media agency and client that any of us have ever encountered... things have just become murky.”
Trust is the issue of the day, whether between companies and their consumers or in the business community between clients and their suppliers. Aprais has been collecting data on client–agency relationships for 14 years. This covers 15,463 client–agency relationship evaluations from 91 countries. While the data covers creative and media agencies, it also extends to research, PR and other communication disciplines. An analysis of this data reveals intriguing but worrying findings.
The findings in this article build on the key issues reported in a Market Leader article from Aprais in 2013 (Marriage Guidance: reversing the downward spiral of client–agency relationships, Q4 2013). In short, the situation is getting worse. As an indication of the concern with trust, we find we are adding more and more questions in our research that aim to illuminate what the precise trust issues actually are.
The data shows a fourfold increase in the inclusion of such questions over a four-year period. For example, clients are assessing agencies in terms of whether ‘Agency account managers are reliable and trustworthy’ and ‘[Agency is] viewed as a trusted partner’. Similar questions are asked of agencies assessing their clients, for example, ‘[Client] demonstrates trust in the agency’. Our analysis of this data has produced the following findings (note that all scores are indexed to 100):
Trust in agencies by clients appears to be eroding
Just a few years ago in 2011, the score for ‘Agency account managers are reliable and trustworthy’ was an impressive 97.5. Yet, by 2014, this had fallen to 82.9. The scores are still high: the point is they have been higher in the past.
And agencies are clearly aware of this. Asked if ‘clients demonstrate trust in the agency’, in 2010 agency respondents scored 78.2 whereas by 2014 the score had fallen to 69.3.
To complicate the issue, at the same time as all this is going on, the number of different agencies that a client deals with is large. Even in 2011, a World Federation of Advertisers survey indicated that in major markets, clients had an average of 24 communications agencies per market and that 27.3% of these had ‘more than 50’ actively working on their business. With the advent of the digital age, this proliferation will likely have increased and there is also ample evidence indicating that clients have been seeking (demanding?) that their multiple-agency partners collaborate better. This makes for obvious tensions.
Interestingly, client desire to measure agency collaboration has increased substantially over the past ten years. It has gone from appearing in a modest 7.6% of Aprais agency assessments in 2006 to 60% by 2015.
The need for inter-agency collaboration is obvious as consumers get information from multiple sources and, inevitably, the communications environment becomes more complex.
As the number of consumer touchpoints grows, and the number of media and channels increases to meet these needs, more and more specialist suppliers are used. This inevitably requires more and better collaboration among these multiple suppliers, each addressing a slightly different role but all under the brand or company umbrella. Integration of effort has a long history – a point well noted by Rory Sutherland, who eloquently pointed out: “More breath, effort and expense has been spent over the issue of integration than over anything else over the past 20 years, and not all of it fruitfully.” It may seem obvious that better collaboration produces better results.
Is there evidence?
We approached this issue directly by asking clients to assess the degree of success they felt that an integrated solution achieved. We looked at the clients who rated their agencies highest on collaboration. These clients rated the success of the integrated solutions provided by their multiple suppliers at 84.9. In dramatic contrast to that, we looked at the clients most critical of their agencies’ collaborative abilities and these clients rated the integrated solution at 50.1. So we have a rather unhappy picture of client-agency relationships: frustrated and fragmented.
Clients want to trust their agencies and want these ‘trusted’ agencies to collaborate in a more trusting relationship with each other. But in both areas, trust is declining. There may be a certain inevitability about this as the communications environment becomes more and more complex and clients are under greater pressure to find integrated solutions through more and more channels. It is no doubt exacerbated by the sheer number of meetings and connections required to achieve this, which itself may be complicated by the fact that so much can be accomplished digitally which, in an ideal world, should be done face to face.
Nevertheless, this challenge is faced by all parties in the communications world. At this point we can turn to the powerful insight provided more than 50 years ago by David Ogilvy in his landmark book, Confessions of an Advertising Man, where he stated so famously: “Clients get the advertising they deserve.”
Winding forward 50 years to look at data from more than 15,000 client-agency relationship evaluations, Aprais has been able to demonstrate Ogilvy’s premise, with data showing an extremely strong correlation between client and agency evaluations and performance: in his words, clients do get better work from agencies they trust and who they rate as working well together.
The above chart shows ‘client of agency’ scores plotted against those of ‘agency of client’, with the data split by top- and bottom performing clients. It is clear that higher agency performance occurs when clients also perform at the top of their game. Taking this point further, we believe that clients who are not open to understanding their role and culpability in how well things work between themselves and their agency partners cannot and will not get the best out of them. The work will suffer as a consequence, with all ultimately worse off as a result.
What can be done about it? Is it possible to do something about it? As with all human relationships, there are solutions. The answer lies in transparent mutual assessment and feedback that drives continuous improvement in how clients and agencies work together. Thus, whenever trust is becoming an issue, parties should be encouraged to initiate a structured process for mutual evaluation and dialogue in the spirit of true, open partnership.
The graph here is from Aprais’ databank covering 15,463 relationship evaluations over time. It shows that, by adopting a structured two-way feedback process, discussing the findings and acting upon them, a positive cycle of continuous improvement in performance of both parties can be achieved. And as we saw earlier, better clients are more likely to see better agency output. So, the advice is clear. Whether you are an agency or a client (or their respective associations), start talking and acting on what you find and build the trust to create lasting, productive relationships.
(Reproduced with permission of Market Leader, the strategic marketing journal for business leaders. To subscribe visit www.warc.com/bookstore © Copyright Warc and The Marketing Society)
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Duolingo launches brand film to talk of affordable learning alternatives
The film features stories of 16 real students
By exchange4media Staff | May 28, 2023 10:00 AM | 2 min read
Duolingo English Test (DET) has released a brand film titled A bridge to opportunity: Study abroad with the Duolingo English Test.
The film features the stories of 16 real students and showcases how the DET is bridging the gap for students aspiring to fulfill their study abroad dreams. English proficiency tests have been an expensive, stressful barrier between students and their dreams of higher education, and the DET provides an affordable, accessible and convenient alternative.
The film has been produced by Pittsburgh based agency Animal Studios, and was shot in 4 countries, showcasing the lives these students are living as they experience life at their dream universities. The students featured in the video are from all over the world, including countries such as India, Japan, UK, China, Syria, Germany, Indonesia, Columbia, and Singapore.
Caroline Moylan, Marketing Manager, Brand Experience, Duolingo English Test said, “We are overjoyed and proud to share a film that tells the story of the Duolingo English Test through those it impacts most — the students! We traveled to 5 cities in 4 countries to interview 16 university students about the challenges of studying abroad, the evolution of the testing industry, and the life-changing power of higher education. I wanted to thank the students, without whom we would have no story. Testing should be a bridge, not a barrier. The work we do at Duolingo English Test helps open up access to higher education and give the world’s most brilliant and talented young people a chance.”
Danny Yourd, Director at Animal Studio said, “A few months ago we were approached by our good friends at Duolingo to tell a story of the Duolingo English Test through the lens of its students. We enjoyed the challenge that comes with shooting films across countries and borders, and stitching together stories of these inspiring students. We were happy to work with the team to be able to produce this piece that’s close to our hearts.”
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'Monetising social media is a big challenge'
At Goafest 2023, panellists discussed the future of connected devices and cross channel measurements
By exchange4media Staff | May 25, 2023 3:41 PM | 2 min read
Social media has emerged as a robust platform for marketing, direct, subtle or indirect for almost all consumer brands. However, monetising it is quite challenging, experts said at the panel discussion “Future of Connected Devices and Cross Channel Measurement” on Day 2 of the Goa Fest.
The session was moderated by Rajdeep Sardesai, Consulting Editor of India Today Television and attended by panellists Geet Lulla, VP of Sales & Head Asia Pacific, Comscore; Pankaj Krishna, Founder and CEO, Chrome DM; and Salil Kumar, CEO, ITGD.
This session drove conversations around the future of connected devices, which allow seamless integration of various smart devices, enabling effortless communication and data sharing between them. Cross-channel measurement has become increasingly sophisticated, providing comprehensive insights into user behaviour across multiple platforms and touchpoints for more effective marketing strategies.
“However, measurement is now moving from a monolithic approach to a fragmented approach, which needs to be reported frequently because data by itself is meaningless without context,” said Lulla. He added that there are over three billion people on social media, yet monetising it is still a challenge yet.
During the debate, Krishna presented his findings on the incremental reach of digital media in India, which consists of three components: browsers (223 mn), mobile devices (619 mn) and connected TVs (22.1 mn).
Kumar, too, made an important addition to his conversation about data monetisation.
The panellists also accentuated the importance of clarity, wherein the measurement is concerned, as well as collaboration with regard to the real-time consumption ecosystem.
Sardesai raised the issue of controversial TV media measurement, which has pained channels for a long time. Lulla pointed out that we still have a traditional approach of sampling households for TV measurement.
Krishna hoped that in the future we might have some programmatic system that can do real-time bidding according to the flow of breaking news that comes in at that point in time.
Goafest kicked off on Wednesday 25th May. The theme this year is "The Future of Creativity." The three-day annual festival will continue till 26th May.
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mSix&Partners wins integrated media mandate for Dr. Reddy's OTC Business
The mandate includes TV, Print, Radio, Digital and OOH
By exchange4media Staff | May 25, 2023 12:36 PM | 2 min read
mSix&Partners has won the integrated media mandate for Dr. Reddy's OTC Business. The account will be managed by the agency's Mumbai office, which will leverage its data and tech-driven approach to drive business growth for the client through targeted and effective media planning and execution.
With a focus on maximizing ROI for the client, mSix&Partners plans to use its vast experience in media planning, execution, and measurement to craft solutions that resonate with Dr. Reddy's regional audience.
The mandate will focus on crafting detailed micro-marketing solutions with a clear focus on the regionalization story for Reblanz ORS brands.
Commenting on the win, Subhamay Mukhopadhyay, Managing Partner, mSix&Partners India said, "We are thrilled to partner with Dr. Reddy's and bring our data-driven approach to the table. As a data and tech-driven agency, we understand the importance of driving business growth through bespoke, dedicated, multi-disciplinary teams that closely partner with our clients. Our data-driven approach is what sets us apart, and we're excited to bring that to the table for Dr. Reddy's. We look forward to adding value through our expertise in media planning and execution to deliver on the client's objectives."
Nigel Saldanha, Head of Marketing OTC, GG India for Dr. Reddy’s, said “ We are on a very interesting journey in building an OTC business at Dr. Reddy’s GG India, and at this juncture, having the right partners on board is of paramount importance. After rigorous evaluations, we are happy to award the integrated media mandate to mSix&Partners India and look forward to accelerating our ambitions through this partnership."
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Aditya Birla Capital appoints Dentsu Creative India as lead brand communications agency
The account will be serviced from the agency's Mumbai office
By exchange4media Staff | May 25, 2023 11:21 AM | 3 min read
Aditya Birla Capital (ABC) has appointed DENTSU CREATIVE India as its Lead Brand Communications Agency. The account will be serviced from the agency's Mumbai office.
As per the mandate, DENTSU CREATIVE India will manage the creative services for ABC - the corporate brand, and five of its subsidiaries. This includes developing and implementing advertising campaigns across various mediums to enhance the brand's communication and messaging.
Darshana Shah, Head of Marketing and Customer Experience, Aditya Birla Capital said, “DENTSU CREATIVE India has been a longstanding partner of ABC, and I am pleased to have them as the brand's retainer agency across our numerous lines of business. This year, we have accomplished some truly exciting projects, with a sharp focus on our health insurance, life insurance, and mutual fund businesses. Collaborating with DENTSU CREATIVE has been an absolute delight, as their dynamic and enthusiastic team shares our vision of propelling the brand forward in the new digital-first consumer era. Together, we aim to leverage the trust associated with our parent brand, Aditya Birla Group, and bring the brand ABC to the masses in India. Our goal is to simplify their financial needs and become trusted a partner throughout their life stages. I am looking forward to the remarkable outcomes that this partnership will yield."
Commenting on the partnership, Indrajeet Mookerjee, President – South & West, DENTSU CREATIVE India added, “We are delighted to be working with Aditya Birla Capital and to have won the mandate as the lead ATL agency. This reflects the trust that we have built over years of collaboration on key projects spanning mutual funds and health and life insurance, including the celebrated 'Dear Money' campaign, which was a defining chapter in Aditya Birla Capital's communication journey. The confidence shown in us is a testament to the modern and creative solutions that DENTSU CREATIVE incorporates across businesses. We are truly honored to be a part of this journey and look forward to achieving many successful business and creative outcomes together."
Aalap Desai, Chief Creative Officer, Creative Experience, West, DENTSU CREATIVE India commented, “We have had a great history of collaboration with Aditya Birla Capital, and it is truly an honor to now officially join forces with them. Working with a fantastic brand team that is in sync with our own team is refreshing, rare, and valuable. It almost feels like we are one team working towards the common goal of creating memorable work that resonates with the audience. Aditya Birla Capital has always been inventive in presenting real solutions to real challenges in the financial services industry, and we at DENTSU CREATIVE take pride in offering the perfect balance of strategy and creativity.”
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Larah Opalware by Borosil launches film to unveil new brand identity
Larah aims to reflect the modern Indian woman with the new brand tagline, ‘My Home My Way’
By exchange4media Staff | May 28, 2023 6:00 PM | 2 min read
Larah, the opalware brand by Borosil, has undergone a change in brand identity and positioning. The brand aims to target modern Indian women who multitask and strive to excel in every aspect of their lives.
With the theme "My Home, My Way," Larah emphasizes women's choices, efforts to showcase their personality and commitment to making healthy, savvy, and sustainable choices for their homes and loved ones. The brand's new immersive experience includes a new logo featuring a deep aubergine hue, which represents self-assurance and confidence - virtues that embody today's women.
Regarding launching the new identity and campaign, Barnali Shankar, Senior General Manager (Marketing) at Borosil Ltd., said, "We are extremely excited to reposition Brand Larah. We aim to recognize modern Indian women, their values, and their commitment to their homes and loved ones. Our brand values are rooted in confidence, aspiration, and sustainable choices. We are proud to play a part in empowering Indian women and recognizing their dedication."
In addition, the brand has reworked its packaging design to be easily identifiable while on store displays. Customers can easily navigate and get what they want, as the packaging is standardized across ranges but differentiated to cater to various styles. Larah's new brand positioning is all about enjoying moments with its products. The brand offers a wide range of dinnerware and serveware options to suit various occasions, each providing a happy and beautiful reflection of its users' true selves.
The brand will roll out its changes in packaging design, POS, and online digital communication, with a renewed commitment to empowering and recognizing the value of modern Indian women.
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Tata Salt unveils campaign with focus on schoolkids
The campaign is part of the brand’s core theme 'Desh Ki Sehat, Desh Ka Namak’
By exchange4media Staff | May 24, 2023 11:48 AM | 1 min read
Tata Salt is every Indian mother's ally in raising a strong and sharp nation through her children
Tata Salt has unveiled a campaign titled: ‘Tez Baccho Se Hi Toh Tez Desh Banta Hain’, which aligns with the brand’s core theme of 'Desh Ki Sehat, Desh Ka Namak’.
At the heart of the campaign is an endearing film depicting a caring mother engaged in a conversation with her daughter during mealtime. Expressing her concerns about her daughter's science project, scholarship, computer exam, and school contest, the mother receives a reassuring response from her confident daughter, who also happens to be the school captain, singing, "No problem Mummy, no problem!"
Speaking about the campaign, Deepika Bhan, President, Packaged Foods- India, Tata Consumer Products, said, "Tata Salt is unwavering in its commitment as a guardian of the nation's health. We understand that the right amount of iodine is essential for a child’s mental development and strive to provide this in each and every bag of Tata Salt .. aakhir 'Tez Baccho Se Hi Toh Tez Desh Banta Hain'.."
The ‘Tez Baccho Se Hi Toh Tez Desh Banta Hain’ campaign by Tata Salt is slated to roll out on various media platforms, including television, digital, and social media channels.
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A peek at BBDO’s entries for Cannes Lions
The agency has sent Ariel’s #ShareTheLoad, WhatsApp and Ralco Tyre campaigns for the festival of creativity
By exchange4media Staff | May 24, 2023 11:31 AM | 7 min read
For this year’s Cannes Lions 2023, BBDO has sent some of its landmark campaigns to the festival of creativity. Let's take a look at the entries.
Silent Separation #ShareTheLoad | Ariel
In its 8th year of getting men to share the load at home, Ariel, India’s leading detergent brand, decided to dig deeper. While the divorce rate in India is only 1%, 65% of women feel an emotional distance from their spouse. And 81% of women feel that unequal distribution of chores has affected their relationship over time.
To make men aware and act, Ariel launched 'See the signs of silent separation'. We triggered the conversation with a film that introduced a new term called ‘Silent Separation’.
Silent Separation – The emotional distance that creeps into marriage because of inequality at home.
When a father opens-up about his marriage, his sensitive and empathetic daughter is moved to tears. She tells him that mom has been giving and giving for so long, that maybe she has just given up. This makes the father realize that he ended up taking his wife for granted. He apologizes to his wife and commits to be an equal partner.
At the end of the film, Ariel urges men to see the signs and share the load. The message got amplified by the immense coverage it received. Over 1100 publications covered the film across 45 countries.
Taking things a step further, we reached out to a group of untapped influencers – the house help. A hundred house helps came together and unearthed the unspoken signs of silent separation they had witnessed.
And taking a cue from the film, we organised a mass re-proposal, where married men went down on one knee in front of washing machines and took a vow to be equal partners.
The brand’s commitment to the cause unlocked massive brand preference and consideration, and also had a positive influence on the society.
1.4 billion earned impressions
150 million views across platform
More than 90% of couples agree that doing chores together will improve their relationship.
2.
See Equal #ShareTheLoad | Ariel
See Equal #ShareTheLoad is the fifth phase of the longest running movement against gender inequality at home. The campaign was celebrated at Cannes 2022 with a Lion and 4 shortlists, and is invited for creative effectiveness this year, as a campaign that has not only unlocked massive brand preference and consideration, but also had a positive influence on the society.
A World Economic Forum report says gender equality is 135 years away. Which means no woman alive will see gender parity in her lifetime.
To accelerate the pace of change, Ariel took a more defiant stand. In a country where women are conditioned to never challenge their husbands, the wife confronts her husband and asks why men like him can share the load with other men but not with their wives, is it because they never saw women as their equal?
See Equal #ShareTheLoad was a bold new tone for the country, and it created instant news. It triggered millions of uncomfortable conversations.
To further catalyse the movement, Ariel made a confession on the front page of leading dailies, with an open letter, that urged all content creators, media partners and advertisers to help change the imagery.
Partners joined in. Times of India, country’s biggest media house amended their matrimonial section, where men can now also state their willingness to #ShareTheLoad at home. Disney+Hotstar curated a list of movies and shows that has better representation of women.
Ariel turned its packs into a silent protest. For the first time, Ariel changed the names on its packs with names of hundreds of Indian men.
3.
See Equal #ShareTheLoad Long-term | Ariel
Ariel’s #ShareTheLoad is the longest running movement against gender inequality at home by a brand. We started in 2015, by raising awareness with a pertinent question, ‘Is laundry only a woman’s job?’
In 2016, we uncovered the source of this inequality. The deep-rooted social conditioning. We addressed it with a heart-wrenching apology letter.
In 2018, we asked ‘are we teaching our sons, what we’ve been teaching our daughters?’ It was discussed at the world economic forum. In 2020, we challenged another hidden cultural issue. 71% of Indian women sleep less than men, due to unequal distribution of household chores.
In 2022, there was a shift in the tone of the brand’s movement. To accelerate the pace of change, Ariel took a more defiant stand. In the film, the wife confronts her husband and asks why men like him can share the load with other men but not with their wives, is it because they never saw women as their equals? Ariel turned its packs into a silent protest. For the first time, Ariel changed the names on its packs with names of hundreds of Indian men.
Year after year, we’ve spread the message of share the load, through unique new touchpoints. Wash care labels, matrimonial sites, cultural calendars, comic books, colouring books, OTT platforms and NFT art.
When we began in 2015, 79% men believed that laundry is a woman’s job. That number is down to 26% today.
4.
Scam Se Bacho | WhatsApp
In India, digital payment scams are valued at 1.55 billion dollars.
Their biggest victims? Our beloved baby boomers.
Payments on WhatsApp, decided to step-in and help the older generation by recreating the most iconic Bollywood song from the '70s, turning it into a melodic lesson about digital payment safety.
The song chosen was “Aye Bhai Zara Dekh Ke Chalo” (“Hey brother, stay safe while you walk”), a song from the popular 1970 Bollywood movie ‘Mera Naam Joker’, which is widely popular across all age groups.
The original song, featuring Raj Kapoor, played a huge role in popularizing the common phrase “Aye bhai”, which is a friendly interjection used across generations.
The original lyrics were a friendly word of caution, warning people to look before they walk; we rewrote the lyrics, telling people to look again and be mindful of digital payment scams.
The video that picturized the song captured rampant scams currently affecting the target audience.
The music video soon became a tool for the highest authority figures of the country to combat scams. Several state police departments shared the song on their social media accounts as a friendly reminder to stay safe from scams.
#NoPressureDelivery | Ralco Tyres
Ralco Tyres have been highlighting the capability of their tyres that have gone through numerous ‘Pressure Tests’. At the same time, food and delivery apps have been reducing the delivery time to as low as 10-minutes to beat the competition, adding more pressure on the delivery riders.
The quick delivery timings forced delivery riders to overspeed and break traffic rules, just to deliver on time. This led to the core thought of our next socially relevant message, ‘Pressure is meant for tyres, not people.’
Ralco Tyres introduced a simple action for the users of these delivery apps to reduce the 10-min delivery pressure on the delivery riders. In the delivery instruction section of the app, we urged the users to add the words, ‘No Pressure Delivery’. This way the riders get to know that they needn’t rush and risk their lives to deliver the order within 10-minutes.
We chose the ideal influencer to take this idea forward. Someone who has always been the voice of the underrepresented. With Bollywood actor and activist, Sonu Sood, we propelled the #NoPressureDelivery initiative to a wide audience, garnering over 47 million video views. This emboldened tto he mothers of the delivery riders make an impassioned plea for change. All of which nudged the delivery apps platform to review the 10 minute delivery time.
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