How to Deliver a 5-Star Client Experience at Scale
Sat Nov 15 2025
When you're juggling dozens of clients in a fast-moving agency, how do you still deliver a high-touch, 5-star experience?
In this episode of What’s Hot in Digital, WHD's Executive Assistant, Letitia McClelland, joins Miller Kerta to share how our team builds long-term client relationships while managing multiple deadlines, personalities and expectations.
They cover how we approach onboarding, proactive communication, tricky conversations and the internal systems we rely on to make it all feel seamless from the client side.
If you're in client services or agency leadership, this is a practical and honest look at what it really takes to deliver standout client experience at scale.
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Want to work with a team that truly feels like an extension of yours?
Visit https://whd.au
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Hosted by Miller Kerta – WHD
Guest: Letitia McClelland – Executive Assistant at WHD
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When you're juggling dozens of clients in a fast-moving agency, how do you still deliver a high-touch, 5-star experience? In this episode of What’s Hot in Digital, WHD's Executive Assistant, Letitia McClelland, joins Miller Kerta to share how our team builds long-term client relationships while managing multiple deadlines, personalities and expectations. They cover how we approach onboarding, proactive communication, tricky conversations and the internal systems we rely on to make it all feel seamless from the client side. If you're in client services or agency leadership, this is a practical and honest look at what it really takes to deliver standout client experience at scale. — Want to work with a team that truly feels like an extension of yours? Visit https://whd.au — Hosted by Miller Kerta – WHD Guest: Letitia McClelland – Executive Assistant at WHD