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.
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.
20% of our work happens faster
23% of our team is happier
-3 to 67 our NPS improvement over 4 years
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,
"We have five times as many fans as when LaneTerralever took over. Even more importantly, our content and posts are generating a ton of engagement with our community."
"Extremely organized yet strategic at the same time. I want to work with a team that is smarter than me, and you guys have some super-smart people at LT. Also, they’re down to earth, friendly and just overall awesome to work with."
"Thanks to LaneTerralever for all your hard work and commitment on the development of an incredibly targeted, on-strategy, effective, attention-getting and fun advertising campaign!"