Welcome to another insightful episode of Build a Better Agency! This week, host Drew McLellan sits down with Lucy Stratton, CEO and longtime team member of AgencyEA, to explore her remarkable journey from entry-level sales assistant to sitting at the helm. If you've ever considered succession planning, agency leadership, or simply wondered what it takes to thrive within one organization for decades, this episode is tailor-made for you.

Lucy Stratton shares her unique story, beginning with her move to Chicago and initial freelance work at AgencyEA, to ultimately steering the agency through an ESOP transition as CEO. Along the way, she discusses the value of deep institutional knowledge, the benefits and challenges of working with a tightly knit team, and why staying attuned to external perspectives helps avoid insularity as your agency evolves. Her first-hand account offers an authentic look at how agency culture, consistent growth, and intentional talent development contribute to long-term success.

Together, Drew McLellan and Lucy Stratton unpack the practical realities of succession, including the importance of financial rigor, the surprises and challenges of moving from a specialized role into broad leadership, and how CEOs can balance the ever-present tension between creative vision and business responsibility. They explore how success metrics change for leaders, why leadership fulfillment needs to come from team development rather than individual wins, and strategies for staying innovative as an agency.

Don't miss this candid conversation if you're navigating your own leadership path, pondering agency ownership, or looking for ways to foster both stability and creativity within your organization. By the end of this episode, you'll walk away with actionable insights on preparing for the top job, building great teams, and leading agencies into new, exciting chapters.

A big thank you to our podcast's presenting sponsor, White Label IQ. They're an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here.

• Navigating the unique journey from entry-level to agency CEO
• The value—and challenges—of growing within a single agency
• Retaining culture while avoiding insularity through fresh perspectives
• The evolving role and impact of experiential marketing
• Preparing for leadership transitions and the importance of open conversations
• Bridging gaps in financial rigor during ownership changes
• Finding new sources of fulfillment as CEO beyond individual achievement

Welcome to a solo episode of Build a Better Agency! In this candid and thought-provoking installment, Drew McLellan tackles a crucial aspect of agency life that many leaders eventually confront—whether or not to take on a business partner. If you've ever found yourself yearning for someone to share the load, or wondering if partnership could be the solution to your fatigue or succession worries, this episode is a must-listen.

Drawing on decades of experience as both an agency owner and consultant, Drew McLellan breaks down the realities of agency partnerships, cautioning leaders to be mindful of the pressures—industry consolidation, slower growth, shrinking profits, succession uncertainty, and the transformative impacts of AI—that might make partnership seem like an easy way out. Instead, he presents a practical, two-layered framework for evaluating if a partnership truly serves your business and personal goals: first, by outlining 9 universal non-negotiables that any candidate must clear, and second, by prompting deep self-reflection to determine if a partner is truly the right fit for you.

You'll learn to distinguish between needing a partner versus simply wanting a strong number two, how to identify red flags in potential partners, and why urgent or emotional decisions can lock you into difficult, often irreversible arrangements. Drew McLellan also shares actionable advice on alternatives—like compensation structures or peer support—that may better address your needs without the complexity of new ownership.

Whether you're actively considering a partnership, responding to industry trends, or simply feeling the unique pressures of agency ownership, this episode will give you the clarity, criteria, and confidence to make the best decision for the future of your business and your own peace of mind. Don't miss Drew McLellan's expert guidance on one of the most impactful choices any agency owner can make.

A big thank you to our podcast's presenting sponsor, White Label IQ. They're an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here.

• • The realities and pressures driving agency owners to consider partnerships
  • Universal non-negotiables for evaluating potential business partners
  • Distinguishing between needing a partner versus a strong number two
  • Common partnership myths and how they lead to costly mistakes
  • Why internal alignment and self-awareness are critical before pursuing partnership
  • Alternatives to partnership for agency owners seeking support or relief
  • The high stakes and lasting impact of making the wrong partnership decision

Welcome to another insightful episode of Build a Better Agency! This week, host Drew McLellan is joined by industry veteran Laurence Metrick, founder of Trailer Works and author of the new book Your Audience Has a Heart, Not Just a Profile. Together, they tackle the timely and complex intersection of AI, agency life, and the enduring value of genuine human connection.

Drawing on over three decades of agency experience, Laurence Metrick shares stories and lessons from both his career journey and his latest book. They examine how the increasing reliance on AI for pattern recognition, speed, and even emotional insights is reshaping both client expectations and agency roles. Laurence Metrick makes a compelling case for why care—not just creativity—is the new currency for agencies that want to serve and retain their most valuable clients in an AI-rich marketplace.

The conversation dives deep into practical strategies for infusing more humanity into agency work, including unique staff training approaches, the importance of storytelling, and staying curious about real human experiences. Drew McLellan and Laurence Metrick discuss observational research techniques—like the "cocktail party focus group"—and why true insight into client audiences can never be fully automated. Real-world anecdotes, from tennis club revelations to sleep clinic advertising, illustrate how nuanced understanding, empathy, and direct observation lead to greater effectiveness than mere technological efficiency ever could.

If you're asking yourself how to future-proof your agency in the age of automation—or simply seeking inspiration to reconnect with the heart of your work—this episode is a must-listen. You'll walk away with actionable ideas for cultivating deeper team and client relationships, leveraging technology wisely, and ensuring your agency's unique value shines brighter than ever.

A big thank you to our podcast's presenting sponsor, White Label IQ. They're an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here.

• The enduring value of human insight in an AI-driven world
• Care as the new creativity: strengthening client and customer connections
• Why efficiency doesn't always lead to effectiveness in marketing
• The evolving role of agencies as creative conductors and curators
• Teaching the next generation to observe and understand real human behavior
• Reviving fieldwork and in-person experiences for deeper audience insights
• Adapting agency structures for a future of storytelling and nimble teams

Welcome to another inspiring episode of Build a Better Agency! This week, host Drew McLellan welcomes creativity expert and acclaimed author Todd Henry for a deep dive into the world of creative leadership and navigating the pressures of producing excellent work on demand. Together, they unpack what it means to be a creative professional in agencies today—where creativity isn't just a job title, but a way of approaching problem-solving at every level, from design to client service to strategy.

Todd Henry brings his wealth of knowledge, sharing how his journey from music to creative direction led him to discover the foundational disciplines behind sustainable and joyful creative work. They explore why it's essential to develop personal practices, not just to avoid burnout, but to consistently deliver compelling, innovative results—even in high-pressure, deadline-driven environments. If you've ever felt the exhaustion of "being creative on demand" or wondered how to keep your team inspired, you'll find Todd's five-part "FRESH" framework for creative rhythm both practical and energizing.

Listen in as Drew and Todd discuss the importance of balancing stability and challenge as leaders, fostering healthy team cultures, and deliberately creating space for "unnecessary creation"—the projects and hobbies that stoke your creative fire outside of client demands. They also tackle the timely topic of AI, examining how agencies can leverage new technologies without losing the vital human touch that drives taste, discernment, and authentic connection in the work.

Whether you're an agency owner, team leader, or emerging creative, this episode is packed with actionable insights to help you foster braver, more authentic creativity in yourself and your team. By the end, you'll be inspired to bring more "verve" to your work, champion a culture of curiosity and courage, and ensure your agency's creative edge remains sharp in a rapidly changing industry.

A big thank you to our podcast's presenting sponsor, White Label IQ. They're an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here.

• Embracing creativity as problem-solving for all agency roles
• Building sustainable creative practices beyond daily project work
• The power of intentional input and diverse inspiration sources
• Balancing stability and challenge when leading creative teams
• Making bravery a habit: maintaining integrity under pressure
• Using AI as a tool to augment, not replace, human creativity
• The importance of unnecessary creating to fuel joy and growth

Welcome to another insightful episode of Build a Better Agency! This week, host Drew McLellan welcomes Shawn Yeager, founder of Upshift, for a candid conversation about the seismic shifts AI is creating in the agency world. Together, they go beyond the hype and headlines, examining how agencies can genuinely commercialize AI—not just adopt new tools, but strategically redesign what they sell and how they deliver unique value in an AI-enabled marketplace.

In this episode, Shawn Yeager draws on more than 30 years at the intersection of technology and business, sharing a roadmap for agency leaders. He explains the three traps many agencies fall into when adopting new technology—becoming more efficient but less profitable, becoming educated without application, and buying into platforms without changing go-to-market strategy. Drew McLellan and Shawn Yeager also break down the difference between operational AI (streamlining internal processes) and commercial AI (transforming what you offer clients), and why the latter is critical for agency growth and survival.

Listeners will discover practical frameworks to evaluate service offerings, price on outcomes (even when clients aren't sure how to measure them), and proactively use AI to become indispensable advisors—not just vendors. Shawn Yeager discusses the blend of efficiency and artistry required in the modern agency, how to avoid the risks of commoditization, and why focusing on judgment, relationships, and the "decision sandwich" will separate thriving agencies from those left behind.

If you're looking for actionable steps to future-proof your agency, navigate staffing shifts, or reimagine your client relationships in light of AI's rapid evolution, you won't want to miss this episode. By the end, you'll have new strategies and a fresh mindset for turning the AI revolution into your agency's greatest opportunity.

A big thank you to our podcast's presenting sponsor, White Label IQ. They're an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here.

• Moving beyond efficiency to true AI-driven business transformation
• Rethinking agency offerings for an AI-enabled marketplace
• Shifting from billable hours to outcome-based pricing models
• Harnessing judgment and expertise as differentiators alongside AI tools
• Blending scalable, repeatable processes with bespoke, high-touch service
• Preparing agency staffing models for a shrinking entry-level workforce
• Proactively evolving client value propositions to stay ahead of commoditization

Welcome to another insightful episode of Build a Better Agency! This week, host Drew McLellan is joined by Anthony Reeves, Vice President of Global Brand and Creative at Kohler and former Amazon internal agency leader, to explore the vital—but often neglected—topic of embracing discomfort and making tough decisions as an agency leader. Drawing on lessons from his book, "Eat the Donkey: Why Great Companies Embrace Discomfort," Anthony Reeves reveals how formative experiences in the Australian Outback shaped his philosophy on leadership and organizational resilience.

Together, Drew McLellan and Anthony Reeves dig into the importance of organizational foundations, management principles, and company characteristics, offering a fresh perspective on why these matter more than the traditional mission, vision, and values statements. Anthony Reeves explains how agencies can distinguish themselves by being exceptional at one core thing, and how principles should function as decision-making tools at every level of the company, especially when leaders aren't in the room.

You'll also hear guidance on how agencies can strike a balance between being in an "explorer" mode versus a "static" mode, especially in today's rapidly evolving marketplace where AI and remote work are upending old ways of doing business. The discussion goes beyond theory, with practical advice on making, communicating, and living with hard decisions, plus candid reflections on creating a sense of belonging and protecting one's personal and professional foundation.

Whether you're wrestling with your agency's direction, building a culture of accountability, or looking for inspiration to navigate change, this episode is packed with wisdom and actionable strategies. By the end, you'll be ready to rethink not just how your agency operates, but how you lead and the legacy you want to create.

A big thank you to our podcast's presenting sponsor, White Label IQ. They're an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here.

• Embracing discomfort as a catalyst for agency growth
• Defining clear foundations, principles, and characteristics for your agency
• The value of making hard decisions rooted in your agency's core foundation
• Why agencies should focus on being exceptional at one thing rather than doing everything
• Translating principles into daily behaviors and decision-making at every level
• Balancing exploration and optimization to stay relevant and innovative
• Reinvigorating culture, connection, and mentorship in a remote or hybrid workplace

Welcome to an especially impactful episode of Build a Better Agency! This week, host Drew McLellan takes you on a deep dive into the true nature of leadership inside agencies beyond the usual skills and techniques. Drawing from months of research and two decades of real-world experience, Drew outlines the essential leadership domains every agency owner and team member needs to master for a thriving, resilient business.

Drew breaks down a practical framework of six key leadership domains, plus a vital seventh that ties them all together. These concepts shine a light on the often invisible factors holding leaders and organizations back. He reveals how mindset, team relationships, operational systems, and authentic self-awareness drive culture, retention, and profit far more than any single technical skill. Through candid examples and clear behaviors, he explains why promoting high performers into leadership roles without a game plan is a common and costly mistake for agencies of all sizes.

Listeners will walk away with actionable advice for assessing their own gaps, building stronger leadership teams, and fostering accountability at every level. Drew offers concrete steps to cultivate self-awareness, hold tough but necessary conversations, and balance psychological safety with high standards—arming you with the tools to create a growth-driven, high-performing agency culture.

If you're ready to confront your agency's leadership dynamics head-on, this episode is a must-listen. Drew challenges owners and leaders alike to lead with love, invest in their teams, and model vulnerability—all with the goal of building agencies that are not just profitable, but truly great places to work. By the end, you'll have a clear roadmap for elevating your leadership and enabling those around you to do the same.

A big thank you to our podcast's presenting sponsor, White Label IQ. They're an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here.

• • The six critical domains of agency leadership development
  • Why self-awareness and growth mindset unlock every other skill
  • Building psychological safety and accountability for real team retention
  • Bridging the gap on commercial thinking and agency economics
  • Operational rigor—why systems and processes are non-negotiable
  • The role of proactive, candid communication—internally and with clients
  • Embracing adaptability, experimentation, and learning agility in an era of change

Welcome to another inspiring episode of Build a Better Agency! In this episode, Jeannie Walters breaks down the real distinction between customer experience and customer service, and why treating them as the same thing keeps agencies from measuring what actually drives retention and referrals.

You'll learn how a concise CX mission statement becomes the judgment call every employee uses when things get messy, and why vague goals like "be the friendliest" never translate into real behavior change. If you've ever wondered why some brands earn fierce loyalty while others just get by, Walters explains the frameworks that separate the two.

Walters and Drew dig into the CX Strategic Success Blueprint and the CX Charter, two tools for turning customer experience from a poster on the wall into a cross-functional discipline with real accountability. They also unpack the difference between manufactured "wow" moments and genuinely reducing friction, using real examples from a utility company, a car dealership, and the pet brand Chewy to show what actually earns trust.

Whether you're trying to sharpen your own agency's client experience or help your clients think differently about theirs, this episode gives you a practical starting point. Tune in to learn how to turn customer experience into a real business strategy instead of just a nice sentiment!

A big thank you to our podcast's presenting sponsor, White Label IQ. They're an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here.

• Learn the exact difference between customer experience and customer service, and why the distinction changes how agencies plan
• Discover why a concise CX mission statement matters more than a lengthy list of values nobody remembers
• Understand how to build a CX Strategic Success Blueprint that ties customer experience directly to revenue and expense goals
• Learn how a CX Charter creates cross functional accountability so customer experience isn't treated as "a marketing thing"
• Discover why reducing friction matters more than manufactured "wow" moments, and how to tell the difference
• Learn how customer journey mapping uncovers friction points your team can't see from inside the org chart
• Understand why agencies should weave customer experience into marketing and sales conversations, not just delivery
• Learn the two changes Walters recommends every agency make to their own client experience in the next 90 days
• Discover why tone matters as much as content in contracts, invoices, and other easy-to-overlook client touchpoints

Welcome to another can't-miss episode of Build a Better Agency! Drew McLellan is joined by Rita Ainsworth, a media buyer turned nervous system coach who works with agency people and performance marketers to help them recognize and reverse the slide toward burnout prevention before it costs them their health or their team.

In this episode, Ainsworth breaks down why performance doesn't actually drop during high stress, it only craters once you cross into true burnout, and why that makes burnout so easy to miss until it's severe. You'll learn the subtle early warning signs your body sends long before things get loud, from difficulty switching off after work to a creeping sense of irritability and disengagement. If you've ever wondered why your smartest, hardest working team members seem to run themselves into the ground, this conversation explains the nervous system science behind it.

Ainsworth and Drew dig into why high performers often don't feel safe when they slow down, and how that belief gets wired in long before anyone ever takes a client call. They cover practical, in-the-moment tools like orienting, breathwork, and a simple eye pressure technique that can shift your nervous system state in under a minute, plus the supplements that help replenish what chronic stress depletes.

Whether you're an agency owner quietly running on fumes, a leader trying to build a healthier culture for your team, or someone who just wants to perform at a high level without burning out doing it, this episode gives you real, usable tools. Tune in and start paying attention to what state you're actually in.

A big thank you to our podcast's presenting sponsor, White Label IQ. They're an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here.

• Why performance doesn't drop during normal stress, and why that makes burnout so easy to miss until it's already severe
• The early warning signs your nervous system sends before you hit full burnout, from irritability to disengagement to trouble sleeping
• Why high performers often don't feel safe when they slow down, and where that pattern actually gets wired in
• How to reconcile wanting to be generous and available for clients with protecting yourself from burnout
• A simple orienting exercise you can use at your desk to shift out of a stress response in seconds
• How breathing with a longer exhale calms your nervous system, and how to use it during a stressful call
• A one-minute eye pressure technique (the "eye support" exercise) that can feel like a micro nap =
• Which supplements help replenish what chronic stress depletes from the body
• How to build a team culture that treats rest as a performance tool instead of a weakness

Get ready for an eye-opening episode of Build a Better Agency! This week, Drew McLellan is joined by the always generous and sharp Joe Pulizzi, author of "Burn the Playbook" and a longtime leader in the content marketing world. Together, they dig into some big questions facing agencies today: Why does the old way of doing things feel stale? How do you keep showing up—and standing out—when everything around you is changing at warp speed?

You'll hear Joe Pulizzi make a compelling case for "leaning into your weirdness"—that special mix of obsession, expertise, and audience that sets your agency apart. He shares why going broad just doesn't cut it anymore and how being someone's favorite—even in a narrow niche—beats trying to be liked by everyone. Drew McLellan and Joe swap ideas for digging deep into your agency's true mission, trusting your team to help tell your story, and making sure your marketing is as good as what you create for clients (yes, really!).

They dive into honest conversations about what's working, what's not, and how trust has become the secret sauce to building real, lasting relationships—especially in an AI-saturated, hyper-competitive moment. Joe also gets real about how to build your "board of life," the handful of people who support you, challenge you, and help keep you grounded as a leader.

If you're feeling the itch to shake things up—or just want some candid advice for making your agency more meaningful and resilient—this episode's for you. Walk away with a bunch of practical tips to rethink how you talk about what you do, rally your team, and create the kind of agency clients and employees can't help but trust.

A big thank you to our podcast's presenting sponsor, White Label IQ. They're an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here.

What You Will Learn in This Episode:

• • Understand why the traditional content marketing model is breaking down under AI pressure and what agencies need to replace it with
  • Discover how to find your agency's content tilt, the recombination of existing expertise, passion, and audience that makes you unmistakably different
  • Learn why being a generalist is increasingly dangerous and what becoming somebody's absolute favorite actually means for agency findability and growth
  • Find out why transparency and human vulnerability in your content build more durable trust than any feature list or capabilities deck ever could
  • Understand why you should never try to build a community and what you should focus on doing instead
  • Learn how to strategically assemble a board of life around you, including mentors, peers, and champions, with real intention and regular accountability
  • Discover the less is more audit that helps agency owners eliminate scattered marketing efforts and double down on what actually moves the needle
  • Learn why your individual employees, not your agency brand, may be your most powerful and most underleveraged marketing asset
  • Get a practical starting framework for clarifying your agency's mission, cutting energy drains, and empowering your team to communicate with authority