Q: Trust has emerged as a cornerstone of business success, but social media can make maintaining it a challenge. What is an example of trust making a difference for your company, either internally or publicly?
Andrea Aker
CEO
Aker Ink PR & Marketing
Sector: Public Relations & Marketing
Trust is imperative to client acquisition and retention in any professional service. As a PR and marketing agency, we achieve trust in our people and strategic approach through a structured reporting process based on continual client education, as well as the timeless tenets of superior customer service, such as punctuality, responsiveness, accountability and budget savviness.
In a digital world where marketing “gurus” promise quick fixes without context or practicality, it’s especially important to explain the “why” behind our efforts — doing so contributes to a retainer-based client retention rate that’s greater than 90%. We ensure our clients know why they are engaged in a particular marketing strategy and which milestones are realistic.
Consistent quantitative and qualitative reporting based on greater business goals is critical. Simply emailing an auto-generated report doesn’t have the same impact as walking a business leader through a report, discussing insights and recommended steps, and giving them an opportunity to ask questions and collaborate. This transparent, personalized approach enhances their understanding, strengthens confidence in our services, and enables our relationship to grow alongside their businesses.
Andrea Aker is CEO of Aker Ink PR & Marketing, a full-service agency that helps companies increase awareness, thought leadership and leads. She is an expert communicator and business strategist with a reputation for tenacity, perseverance and honesty. She’s willing to take on complex situations and thrives on new challenges. Under her leadership, Aker Ink is consistently honored as a top agency statewide.
Jacob Fann
Founder
Fanntastic Media
Sector: Marketing
While trust might be emerging as a cornerstone of business success and retaining employees, it has always been an essential element. For me, it’s important when everyone on a team grows because the company naturally flourishes, which, in turn, gives everyone the chance to reinvest their energy into the company. I have realized that making team members part of our company’s growth and success aside from their own personal goals makes them part of something bigger than themselves. It builds that trust between team leaders and members.
Having my feet on the ground in the day-to-day business has earned me respect and trust among my team members because it shows that I am in the trenches relating to what they do instead of watching it happen from the sidelines. When issues arise, it encourages team members to speak out.
I have also found that transparency within leadership goes a long way; if team leaders are not being held accountable, who will be? This has created a safer environment in which to share, and team members build a stronger relationship with their leaders and/or teammates.
Problems will arise, but it’s all about a process to the solution that is key to keeping that trust within Fanntastic Media.
Jacob Fann is the founder of Fanntastic Media, a full-service digital marketing agency in the heart of Phoenix, specializing in organic and paid media services.
Lindsay Moellenberndt
Chief Marketing Officer
Fennemore
Sector: Law
Fennemore, founded in Phoenix in 1885, has mastered the art of building trust and camaraderie through its social channels. We use social media to connect on a personal level. We celebrate our wins as a team, showing that every member matters. This transparency creates trust internally and externally. We highlight efforts outside the office, emphasizing work-life balance and personal growth.
Our client wins are not just about us; they’re about the excellent service we provide. Sharing these victories builds credibility. Our blog posts spotlight our team’s passion projects, personal lives and professional development. This adds a human touch to our brand.
Our strategy is simple: Be genuine, celebrate the team, share success and give back. These trust-building efforts have contributed to a job satisfaction rating of 96.5%, a clear indicator that our team members feel valued, supported and motivated. Our attorney turnover rates are exceptionally low at 8.6% compared to an industry average of 17.5%. At Fennemore, building and maintaining trust within our team and for our clients is a fundamental part of our culture.
Lindsay Moellenberndt, chief marketing officer at Fennemore, drives corporate branding through social media. As the leader of the No. 1 fastest-growing business law firm, she expanded the firm to 10 California offices in three years, with 17 West Coast locations and more in the pipeline for 2024. Her 2020 corporate rebrand injected new life into the firm, making it relatable across the nation.
