The Day We Learned Some of Our Clients Didn’t Like Us, Was the Day We Changed Everything

As a freshly merged agency in 2013 located in Phoenix, AZ, we had deep digital and traditional talent, but lacked a comprehensive working process that delivered a single experience for the clients. To better understand how that impacted the business, we looked at the Net Promoter Score – an index that ranges from -100 to 100, and measures a firm’s overall brand perception. The average NPS score for agencies is anywhere from 15 to 20.

When we found out our score was a -3, we had to do something about it. We humbly started from scratch, determined to reposition ourselves as a transparent and goal-oriented agency that stood unified in face of challenges and with a new foundation to work from.

A New Frontier

Inspired by the Agile methodology, we’ve built a new way to work that breeds collaboration across employees and clients alike, provides deep transparency into the work and provides a level of planning not typically found in our industry. Best of all, our advertising and digital marketing specialists are now unified by a framework that helps brands win.

After more than four years and a lot of persistence, we’ve seen an increase in revenue, profitability, client and team satisfaction, not to mention an NPS score of 67. For context, anything over a 50 is considered world-class.

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Increased Efficiency

20% of our work happens faster

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Employee Satisfaction

23% of our team is happier

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Client Satisfaction

-3 to 67 our NPS improvement over 4 years

Don’t Just Take Our Word For It

We know first-hand what it’s like to make organizational change for the better. With a firm foundation and a team that works as one, we’re confident about handling YOUR company’s unique business goals as a partner and change-agent. But don’t just take our word for it, see some of our client testimonials below and a sampling of our latest work.