Build a Better Agency Podcast

Scale and grow your agency with better clients, invested employees, and a stronger bottom line, with Drew McLellan.

Build a Better Agency Podcast is a business podcast hosted by Drew McLellan, with 566 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.

Drew McLellan hosts Build a Better Agency Podcast, a business show with 566 episodes published.

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  Build a Better Agency Podcast

  Episode 567 AI Commercialization Strategies for Agencies with Shawn Yeager

  Aug 16, 20261 hour

  Welcome to another insightful episode of Build a Better Agency! This week, host Drew McLellan welcomes Sean 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, Sean 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 Sean 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. Sean 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 . What You Will Learn in This Episode: 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

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  Build a Better Agency Podcast

  Episode 566 Agency Success Lies in Embracing Discomfort with Anthony Reeves

  Aug 9, 20261h 6m

  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 . What You Will Learn in This Episode: 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

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  Build a Better Agency Podcast

  Episode 565 The Six Leadership Domains Every Agency Needs with Drew McLellan

  Aug 2, 20261h 30m

  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 . What You Will Learn in This Episode: 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

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  Build a Better Agency Podcast

  Episode 564 Why Customer Experience Beats Customer Service with Jeannie Walters

  Jul 26, 202654 min

  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 . What You Will Learn in This Episode: 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

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  Build a Better Agency Podcast

  Episode 563 Preventing Burnout in High Performing Agency Teams with Rita Ainsworth

  Jul 19, 202655 min

  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 . What You Will Learn in This Episode: 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

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