What the label actually covers
Three different businesses use this name, and they are not substitutes.
Media agencies buy and optimise traffic: paid search, paid social, SEO, affiliate. The output is sessions and conversions. Most of this list.
Creative and brand agencies make the thing people see: positioning, identity, campaign creative. The output is assets and a story.
Product and experience agencies change what happens after the click: research, UX, CRO, engineering. The output is a better funnel.
Most disappointing engagements are a category error. A media agency cannot fix a positioning problem by bidding harder, and a product agency will not rescue an account that has no traffic.
Three questions for the first call
- What is done in house? Ask channel by channel. Reselling is normal and fine, but you should know when you are paying a margin on someone else's work.
- Who owns you? An independent and a holding-company agency are different purchases. One firm here is WPP-owned and does not hide it.
- What would you not do for us? An agency that cannot name something it has ruled out has not made a decision yet.
Red flags
- A proposal that allocates budget across five channels before anyone has diagnosed which one is broken.
- Reporting built on impressions, reach and rankings, with no non-brand traffic and no revenue.
- Named senior people in the pitch who never appear again after signing.
- A twelve-month minimum with no break clause on a channel that shows results in three.
- "Full service" everywhere on the site and no named specialists anywhere on it.
When you do not need an agency at all
If one channel is clearly carrying your business and you know which, hire a specialist for it and keep the rest in house. If you have no product-market fit yet, no agency will manufacture demand that does not exist, and you will spend six months finding that out expensively.
If you know the channel you need, go straight to it. The PPC shortlist and the SEO shortlist are narrower lists of firms that do one thing properly.