Great article and a good wake-up call for many agencies I'm sure (I too have had the car dealership experience). Often the receptionist is the last to know anything, the last person to be trained on anything and yet they're the key to an amazing customer experience – investment in them will pay off. As for not giving contact details on websites, what's that all about?

Another fantastic win for the brilliant BJL and great news for the North West. Can't wait to see the creative.

Wow, congratulations to Sue and the team. This is fabulous news and is a brilliant example of a great small, independent agency working strategically.

I thought Media WOW were a media agency, that's why we partner with them. Why would a media agency also sell itself as a digital agency??

Top move by The Chase, Alistair is one of the top talent in the industry, he deserves a break too.