How Brave Bison Utilized Ongoing Client Feedback & Internal Team Engagement to Drive Better Performance and Stronger Relationships
April 11, 2025
SMB
UK
Executive Summary
Brave Bison, a London-based performance marketing agency, had long emphasized the importance of client feedback in shaping its delivery. While they consistently gathered and acted upon client insights, they lacked a holistic view of how satisfaction and relationship health evolved over time across multiple brands, markets, and stakeholders. Furthermore, internal team perspectives were not being systematically captured in parallel with client feedback. By implementing LIFT, Brave Bison now tracks quantitatively and qualitatively satisfaction, correlates feedback to specific action plans, and aligns internal teams more cohesively. This case study explores how LIFT has transformed Brave Bison’s approach to relationship management, providing richer data, improved transparency, and a strategic method for ensuring client and team satisfaction.
The Challenge
Lack of a consistent view over time: Brave Bison had no singular way to track client satisfaction across various brands, markets, and stakeholders over extended periods.
Measuring action plan effectiveness: The agency consistently created detailed action plans in response to feedback but struggled to track whether these solutions were consistently improving client relations.
Missing quantitative metrics: Their previous feedback process was mostly qualitative, leaving them without a uniform “metric” to gauge performance and optimize client satisfaction across all accounts.
Incomplete feedback forum: While client input was valued, internal team perspectives specific to each client relationship were not gathered or mapped, missing key insights on how to improve delivery.
COMPANY
SIZE
100-250
LOCATION
UK
ABOUT
Brave Bison is a global performance marketing agency headquartered in London, with a team of 200–250 professionals dedicated to helping clients leverage digital media for growth. With over 20 years of experience driving business results for global brands such as New Balance, Currys, and Furniture Village, Brave Bison excels at using data, strategic partnerships, and technology to navigate complexity and supercharge online growth.
By immersing themselves deeply in each client’s world, Brave Bison invests every budget where it will have the most significant impact, standing for “braver digital” in a world of vast opportunity. Their performance-driven ethos ensures that they only succeed when their clients do—an approach that underpins their relentless commitment to client satisfaction and tangible ROI.
Andy Platt
Managing Partner, Brave Bison
Bespoke solutions complexity: Because each solution is unique, internal feedback often varied drastically from team to team, making it difficult to form a cohesive, data-driven picture of performance.
Educated guesswork: Without comprehensive, over-time data to illustrate trends, Brave Bison relied on intuition and isolated feedback to guide improvements in service delivery and relationship management.
The Solution
By integrating LIFT into their workflow, Brave Bison established a systematic, transparent way to gather, monitor, and act upon both client and internal team feedback. Key benefits included:
Real-time relationship trackingLIFT’s platform enabled Brave Bison to map how individual stakeholder perceptions evolved, showing in clear metrics whether the agency’s action plans were positively influencing those relationships.
Deeper stakeholder insightsThe ability to drill down to specific client stakeholders provided a nuanced understanding of how different departments or teams within the client’s organization viewed performance, delivery, and communication.
Holistic feedback forumBrave Bison gained a robust view of client satisfaction by combining quantitative surveys with qualitative insights. The “sentiment” indicator flagged hidden concerns—even when feedback appeared positive.
Expanded engagement opportunitiesThe platform encouraged more frequent check-ins with lower-cadence clients, allowing Brave Bison to keep the relationship active and address potential issues before they escalated.
Unified, data-driven oversightWith consistent metrics, C-suite leaders could quickly compare performance across various business units. This clarity replaced anecdotal discussions with data-informed narratives and fostered targeted support strategies.
Proactive risk assessmentIdentifying patterns in satisfaction scores and sentiment data empowered the agency to detect early warning signs of potential client churn—enabling them to intervene and strengthen relationships proactively.
Equally valued internal feedbackLIFT provided a channel for team members to discuss pain points or best practices related to each account. This real-time visibility helped create a more positive atmosphere, boosting morale and facilitating better collaboration.
Results & Impact
Quantitative results
Revenue Growth: Early indicators suggest a 20% year-over-year increase in revenue growth, signaling that stronger relationships and more optimized deliverables are positively affecting the bottom line.
Improved client satisfaction metrics: While still in the early stages, LIFT’s tracking shows upward trends in average satisfaction scores across multiple accounts, validating the new feedback-driven approach.
Qualitative results
Enhanced client understanding & churn mitigation: Access to robust feedback and sentiment analysis has led to more proactive issue resolution, safeguarding crucial client relationships.
Refined delivery process: By pinpointing areas needing support, Brave Bison can fine-tune processes, producing more effective and efficient campaigns.
Elevated team engagement: Involving internal teams in the feedback loop has sparked a sense of ownership, strengthening team dynamics and morale.
Strengthened confidence in relationship stability: Leaders and account managers now have data-driven insights that guide strategic decision-making and resource allocation, reinforcing confidence in long-term partnerships.