Executive Summary

Signal Theory has long recognized the value of client feedback as essential to retention and long-term success. However, its homegrown legacy system for collecting client insights was inefficient, inconsistent, and burdensome for account teams. Enter LIFT’s Client Relationship Intelligence Platform - a streamlined, user-friendly solution that replaced the agency’s manual process.

The platform not only simplified data collection but also elevated client engagement, accountability, and strategic visibility for leadership.

With LIFT, Signal Theory transformed feedback into actionable intelligence, enabling stronger relationships and better business outcomes.

The Challenge

While client feedback was a clear priority, Signal Theory’s internal homegrown method of gathering it presented multiple issues:

• Resource Drain: The in-house survey process consumed valuable time from data and analytics teams, often delayed due to other more important client project deadlines.

• Low Client Engagement: Surveys faced inconsistent participation and were often delayed or rendered irrelevant by the time feedback was processed.

• Manual Follow-Ups: Account teams spent excessive time navigating firewalls and chasing responses.

• Limited Leadership Insight: Without a centralized platform, agency leadership had minimal visibility into feedback trends or client satisfaction.

The Solution

Signal Theory adopted LIFT’s Client Relationship Intelligence Platform, which brought structure, visibility, and efficiency to the feedback process. Key benefits included:

• Centralized Dashboard: Real-time, high-level reporting accessible to both client teams and agency leadership.

• Health Correlation: Analytics linking client satisfaction (“Client Health”) and internal team sentiment (“Team Health”) to predict and mitigate churn risks.

• Action Plan Accountability: Clear tracking of follow-up actions and recognition of strengths.

• Integrated Metrics: Enhanced integration with Signal Theory’s proprietary “Remarkable Rating” across the 4Gs – Growth, Great Relationships, Great Work, Great Place to Work.

Results & Impact

LIFT has transformed the way Signal Theory gathers, interprets, and acts on client feedback. What was once a time-consuming, reactive process is now a strategic advantage driving retention, enriching relationships, and empowering both client leads and leadership with actionable intelligence. The partnership has not only improved operations but also strengthened Signal Theory’s cultural and business pillars, setting the stage for sustained growth.

Key impact areas include:

• Cultural Integration: LIFT is now embedded into Signal Theory’s operational fabric and is a cornerstone for tracking progress in client retention and growth.

• Empowerment for Leaders: Client leaders use the platform as a strategic tool for understanding and improving client experiences.

• Increased Accountability: Leadership is more engaged and responsive to feedback, driving timely, meaningful change.

• Growth Strategy Alignment: Quarterly reviews of LIFT Scores inform tailored organic growth strategies for individual clients.

• Enhanced Participation: Clients once reluctant to engage in surveys now actively participate, having experienced faster, more thoughtful responses from their agency partners.