Milestone Inc

BACKGROUND

Please describe your company and your position there.

I am the former Area Director of Marketing Communications for a major hotel company for two of downtown Denver's largest hotels. I have more than 30 years of hotel marketing and public relations experience.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Milestone Inc, and what were your goals?

Overall digital strategy, counsel, analytics, search engine optimization, website functionality, updates on trends, social media, technical knowledge, hotel services such as meetings, weddings and spas and they also assisted with the opening of new restaurants.

SOLUTION

How did you select this vendor and what were the deciding factors?

Milestone was one of the vendors recommended at the corporate level, although we did have several to choose from. In vetting them, Milestone was the most knowledgeable and attentive and genuinely engaged with our hotels.

Describe the scope of work in detail, including the project steps, key deliverables, and marking tools used.

Milestone tracked performance through easily understood analytics, made important recommendations for engagement, visibility and revenue growth, managed directory listings on a broad range of channels, generated SEO friendly content, managed schemas, assisted with social media and social media advertising.

How many resources from the vendor's team worked with you, and what were their positions?

I worked primarily with my account rep who integrated other members of the team when working in specific areas such as directory listings or social media advertising.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

With Milestone, we continued to see well above average performance and performance that showed market share in many categories above our competitors'.

How effective was the workflow between your team and theirs?

Easy, attentive and responsive. In addition to regular review calls, I could call them with questions or information requests and they were always focused on our needs.

What did you find most impressive or unique about this company?

What separated them apart from competitors was their level of experience and technical knowledge.

Are there any areas for improvement or something they could have done differently?

Nothing.

BACKGROUND

Please describe your company and your position there.

I am a Digital Marketing Manager for Twenty Four Seven Hotels hotel management and investment company. We oversee branded and independent select-service and all-suites hotels across the West Coast.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Milestone Inc?

We hired Milestone to develop our websites for hotels. We have also used their local SEO services for our independent hotel.

SOLUTION

How did you select Milestone Inc and what were the deciding factors?

We chose this vendor because they are well-known in the industry for schema, affordability, and their partnership with Choice Hotels.

Describe the project in detail and walk through the stages of the project.

The stages of developing a website with Milestone is as seamless as it can get. After selecting the plan for the website design, an Onboarding Manager works with us until website launch, assisting with the site map, content, and copywriting.

After website launch, we are assigned a Customer Success Manager to ensure that we are seeing the desired results for our website and goals, and also, to assist with any updates or issues.

How many resources from the Milestone Inc team worked with you, and what were their positions?

In total, we worked with more than 5 people, from the Senior Director of Sales to Senior Onboarding Customer Success Manager to Senior Customer Success Manager to their IT Support.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

I’m very pleased to see that we have seen an incredible jump in our hotel's website traffic and revenue since we started to use Milestone. We have seen a 101% increase in organic search traffic and 384% increase in overall website traffic.

How effective was the workflow between your team and theirs?

I appreciate the attentive communication received from Milestone Inc. Any inquiries are handled very quickly.

What did you find most impressive or unique about this company?

It's amazing that we saw an immediate lift in website traffic and revenue since we launched our website with Milestone. I knew we were going to have great schema but the results compared to 2019 data has been better than expected.

Are there any areas for improvement or something they could have done differently?

If I had to make a suggestion, it would be great to be able to access a library of stock or placeholder images that we can change from time to time for our website pages.

BACKGROUND

Introduce your business and what you do there.

I’m the senior SEO analyst of a hospitality company. We’re a parent company of America’s best-known hotel brands. Building and managing localized websites from a corporate level falls within my department.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Milestone Inc?

We were trying to address our organic search marketing efforts, so we wanted to target people who were searching for hotels in specific areas on Google and other search engines. We then hired Milestone Inc to build individual websites that would allow us to increase our digital footprint.

SOLUTION

What was the scope of their involvement?

At the beginning of our partnership, Milestone Inc provided branding services. They created different templates for each of our brands, and they produced deliverables such as style guides, color palettes, and typography. As a result, when a hotel signs up with us, they just select from one of the templates the team developed and they’d easily be able to match our marketing and branding identity.

Milestone Inc is now focused on local website building so they create websites from scratch for our hotels that never had a website before. They also ensure that the look and feel of those platforms are aligned with our brand guidelines. The team uses their own proprietary CMS so that our hotels will have a simple interface where they could easily log in, create new pages, add images, and more. 

Once they’re done creating the websites, the team continues to support the hotels by purchasing a domain for them and providing hosting services. Some hotels do have the option to manage their own hosting needs. Typically, hotels that have been around for 20 years and have already purchased their own domain are the ones who choose to manage their website.

What is the team composition?

We’re working with around 15–20 people, including Jeff (Enterprise Sales Director) and Stephanie (Customer Success Expert). Anil (CEO) also joins our calls sometimes, and he’s pretty involved in our project. We also work with their sales reps, customer service agents, and developers.

How did you come to work with Milestone Inc?

When we realized that we wanted to revamp our website program, we vetted Milestone Inc together with around 20 other vendors. During the interview, our internal group of marketers asked questions to potential vendors. At the end of the RFP process, we identified two companies that we felt comfortable moving forward with. One of those companies was Milestone Inc.

One of the reasons we selected them was because of their excellent UX design skills as proven by the sites they created. On top of that, the platforms they developed could easily be used on mobile devices. They really went through a rigorous review process within our organization, and we asked them about the technologies they were using as well as how they could scale up our hotels. We considered their price point and customer service skills, too.

What is the status of this engagement?

Our ongoing partnership began in October 2020.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

We worked with a previous vendor that our hotels were unhappy with. Once we signed with Milestone Inc, we’ve seen a huge increase in hotels using our templates. I'd say the happiness scale from our hotels has gone up twice since the team worked for us. We’ve also seen our revenue double because of their work.

They’ve given us really good insights into how our websites are performing — that 360-degree view enables us to make global recommendations and see which hotels are performing best. Moreover, they produce SEO-friendly websites, which allow us to have good organic search rankings. Overall, we’re impressed that they’re able to develop websites that meet today’s best practices and are practically what users are looking for.

How did Milestone Inc perform from a project management standpoint?

They’ve performed well from a project management standpoint. We have biweekly status calls with Milestone Inc, and we talk to them a dozen times while making sure things go smooth. We communicate over phone calls or on Zoom.

We appreciate that they don’t hesitate to ask questions — ensuring that we’re always on the same page. Overall, it’s really easy to work with them because they don’t like wasting time — they’re always quick and on point when it comes to delivering our requests.

What did you find most impressive about them?

Milestone Inc’s understanding of our industry and business model have been impressive. We don’t simply see them as a website builder because they have a lot of expertise within the hospitality industry, which helps us capitalize on our hotels.

Furthermore, they’re able to keep up with the changing trends in their industry, and their iterative process allows them to stay ahead of the marketplace. Above all, Milestone Inc ensures that they invest in good technologies to produce top-of-the-line websites.

Are there any areas they could improve?

No, they’re such a great partner. We had some roadblocks and debates on pricing early on, but I’d expect that from any company.

Do you have any advice for potential customers?

Make sure your expectations are clear upfront. Once you do that, I have full confidence that Milestone will follow through on any promise they’ll make to you.

BACKGROUND

Please describe your company and your position there.

I am the director of online marketing for a hotel management company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Milestone Inc?

Our company uses Milestone to design, build, and maintain the websites of several of our properties.

SOLUTION

How did you select Milestone Inc and what were the deciding factors?

We were looking for a vendor that functioned less as a vendor and more as a partner to our company, and Milestone has done just that.

Describe the project in detail and walk through the stages of the project.

After a series of meeting to discuss the goals of each website, Milestone takes that information to design a website based on the specific property's budget, timeline, and design needs. The have an onboarding team that works with you the entire time, lays out the timeline up front, and works with you until the product is perfect.

How many resources from the Milestone Inc team worked with you, and what were their positions?

We work with an onboarding manager that oversees the whole project, and eventually work with a custom success manager that maintains the product.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

This is the main way that our properties funnel revenue, so it is a very important aspect of our business.

How effective was the workflow between your team and theirs?

Milestone is very easy to work with during the process. They reach out to anyone you ask them to in order to deliver a perfect product.

What did you find most impressive or unique about this company?

They are a company made of people who worked in our industry, so they understand the unique challenges that we face and how to best position ourselves.

Are there any areas for improvement or something they could have done differently?

This is trivial, but the ability to e-sign documents would be helpful.

BACKGROUND

Please describe your company and your position there.

I am the SVP of Sales + Marketing for PM Hotels Group. In my role I am responsible for top line revenue and all of the platforms that support revenue streams for each property in the portfolio. Digital marketing is a significant contributor to our overall strategy to grow revenue.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Milestone Inc, and what were your goals?

During and post pandemic we new that more travelers would be purchasing hotel bookings online. Therefore, digital marketing was going to be very important to our strategies to drive revenue. Additionally, due to staffing reductions we needed to consider outsourcing our digital strategy execution.

At the time we made the commitment we had no idea we would face the current labor crisis we are facing in the hospitality industry. Our decision to have Milestone support the full portfolio has proven to be a solid decision in this environment.

SOLUTION

How did you select this vendor and what were the deciding factors?

We conducted an RFP process. We evaluated three companies. Our decision was based on price to SOW but also the confidence in the relationship and ability to provide consistent support.

Describe the scope of work in detail, including the project steps, key deliverables, and marking tools used.

Milestone was contracted to provide support to all of the properties in the PM Hotel Group portfolio. The SOW included website enhancement and management, development and execution of digital marketing strategies and reporting.

How many resources from the vendor's team worked with you, and what were their positions?

We have a team of individuals that support in many roles. I could not accurately define each title and role. That said, we are well supported.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

January - June 2021 13.1:1 ROAS

How effective was the workflow between your team and theirs?

Excellent!

What did you find most impressive or unique about this company?

The commitment to growing the relationship even after the contract was signed has been impressive.

Are there any areas for improvement or something they could have done differently?

Like everyone they are experiencing turnover and challenges hiring staff. That said, they are diligently working to address staffing issues and consistently communicating staff changes.

BACKGROUND

Introduce your business and what you do there.

I’m a marketing consultant at Futu Inc., an online brokerage. We’re the US subsidiary of Futu Trading Limited.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Milestone Inc?

We needed help with SEO and CMS development. Specifically, we wanted to create a blog and didn’t want to use WordPress due to possible security issues. Our industry is very regulated, so it was important to us to have a secure CMS.

SOLUTION

What was the scope of their involvement?

Milestone Inc started by helping us with some issues we were having with SEO. They created our FAQs and optimized our site’s content. Afterward, they got us started with their own CMS, which we continue to use. We also have access to their proprietary programs for analytics and insights. Finally, they write optimized blog posts for us. 

What is the team composition?

We work with the VP, a director, a custom success manager, and several SEO analysts.

How did you come to work with Milestone Inc?

We found them through word of mouth. Milestone Inc had an excellent reputation in Silicon Valley.

What is the status of this engagement?

The project started in June 2020, and it’s ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

We measure the project’s success based on how much we’ve improved our Google search rankings on various keywords. Thanks to Milestone Inc, we’ve seen a dramatic increase of 30% in key search terms, some of which are within the top three results. They’ve done a great job of boosting our organic traffic. 

How did Milestone Inc perform from a project management standpoint?

They’re outstanding when it comes to project management. I manage the contract and track the deliverables, and Milestone Inc has delivered everything we’ve requested so far. We communicate through emails and weekly meetings.

What did you find most impressive about them?

The quality of their work is fantastic. We’re impressed by how much they’ve improved our organic traffic. Additionally, Milestone Inc’s CMS is powerful in terms of security, allowing us to blog without worrying about being vulnerable. 

The combination of programs they offer has been beneficial, too. Thanks to their analytics and insights platforms, we know where our strengths lie and where we can improve.

Are there any areas they could improve?

It would be helpful if we used Slack to make it easier for me to track their progress. However, it’s not a big issue — they’ve done a great job regardless.

BACKGROUND

Please describe your company and your position there.

I'm the technical specialist for the largest independent, single-location retailer of appliances, electronics, and home goods in the US.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Milestone Inc, and what were your goals?

We were looking for added help, guidance and consulting on technical SEO and general SEO in regards to our website. Our goals were to clean up the site and provide added exposure in organic traffic as well as how to increase visibility for our brand. As well as identify and correct the internal issues with our site.

SOLUTION

How did you select this vendor and what were the deciding factors?

Our Director knew of Milestone and initiated contact and the connection.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

From initial conversations and introductions to going forward with consulting on technical SEO and schema deliverables. From there we have begun utilizing the team for SEO general guidance. Key deliverables have been crawling and indexing issues within the site, schema and content opportunities, core web vitals and UX. Tools and products we've used are, Milestone Presence Cloud, Analytics, Insights, Schema Manager, and Reviews.

How many people from the vendor's team worked with you, and what were their positions?

I have personally been working with a team of 5 directly. Of course not including the back end team and specialist that provide support to the team I've been working with. From Erik -VP of Marketing, Stephen - Sr. Enterprise Customer Success Manager, Dana - Sr. Director of Enterprise Sales, Tushar - Director SEO and Jim - Head of Onboarding.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

Every deliverable is in depth, detailed and precise. Expectations based on projects that we're working on are not only always met but Erik and Stephen are always willing and do go above and beyond in clarifying, explaining in detail key findings in every deliverable and how they will best suit our business.

Describe their project management style, including communication tools and timeliness.

We've been operating on weekly meetings via zoom. Both Erik & Stephen work together during meetings to provide findings and key information to implement into our internal strategies. They are always on time and always able to readjust their schedules when needed. Whether it's communication during our calls or emails answering questions during the weeks in between they are always available when needed.

What did you find most impressive or unique about this company?

The massive amount of experience between each and every individual that has been apart of the time I've spent with Milestone. As well as being able to work with a team that also works well together.

Are there any areas for improvement or something they could have done differently?

Honestly, it seems too good to be true to say that the entire team I've worked with during my time with Milestone continually improves with each meeting. I can't think of any areas that need improvement or that I would change.

BACKGROUND

Please describe your company and your position there.

Southern Management operates multiple hospitality, multi-family and commercial assets. As the Vice-President, Sales and Marketing for the Hotel Division, I am responsible for all sales and related activities including website development.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Milestone Inc, and what were your goals?

The project was to replace an ineffective website for a single hotel (Branded) with a stand-alone new site with updated tools for enhanced SEO, easily modifiable with a comprehensive CMS and incorporating multiple options for special marketing.

SOLUTION

How did you select this vendor and what were the deciding factors?

An open RFP was hosted and multiple organizations were evaluated. The key factors were price, timing (project start to go-live), overall functionality, flexibility, ability to edit, CMS capabilities, SEO support, PPC tagging capabilities and creativity of design. All vendors were interviewed as a part of the process in addition to formal review of proposal submissions.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

Similar to above, once the vendor was selected (Milestone) we had a project kick-off meeting and agreed on the aggressive timeline and the required deliverables by Milestone as well as SMC. All meetings were virtual (COVID-19) but extremely productive and weekly calls were effective as were the online editing tools used.

How many people from the vendor's team worked with you, and what were their positions?

During the development phase we only interacted with three people after the contract was executed. The Project Manager and two technical team members who handled edits and specific responses. The PM did a very good job in managing the communication to ensure the project stayed on-track.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

Our new website was up and running as promised and has done well. It is difficult to aggregate the growth due to the impact of COVID on hospitality operations, however, the SEO placement and performance has improved immensely. Overall productivity of the site is growing daily and the ease of navigation and reporting detail is exceptional.

Describe their project management style, including communication tools and timeliness.

The preference is for straightforward communication, clear timelines and simple technology for effective management. We had a kick-off call and then weekly calls with pre-circulated agendas with due dates for specific items. There were zero surprises and significant email communication between calls to ensure deadlines were achieved.

What did you find most impressive or unique about this company?

The commitment from the senior leadership on down to the project management. There's been consistent engagement throughout the process and when any problems came up, they were fixed immediately.

Are there any areas for improvement or something they could have done differently?

There was a challenge with the initial PM however once highlighted, Milestone moved quickly to address and the project was never at risk. Overall their responsiveness was good. Potentially an improvement area would have been proactive monitoring of their PM team to address issues before being raised by the client.

BACKGROUND

Please describe your company and your position there.

I am Working with Ramada Hotel & Suites by Wyndham Amwaj Islands and my position is Cluster Graphic Designer.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Milestone Inc, and what were your goals?

We hired Milestone to development and manage our hotel website.

SOLUTION

How did you select this vendor and what were the deciding factors?

Milestone is a very good company and our account manager Ravi Vardy is a very good and humble person. He is available 24 hrs for any issue and resolving all the queries on or before the timeline.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

Everything was delivered on time.They are good in their work.

How many people from the vendor's team worked with you, and what were their positions?

I know only one person in the company and his name is Ravi Varday. He is the best and he is doing everything for us.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

Everything is Good

Describe their project management style, including communication tools and timeliness.

Website Development & Maintenance

What did you find most impressive or unique about this company?

Their customer support is excellent!

Are there any areas for improvement or something they could have done differently?

No

BACKGROUND

Please describe your company and your position there.

i am the Director of Sales & Marketing for Ramada Resort by Wyndham Dar es Salaam , a 139 room beach resort based in Tanzania.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Milestone Inc?

website design, implementation, training and customer service

SOLUTION

How did you select this vendor and what were the deciding factors?

thru Wyndham Hotels and Resorts

Describe the project in detail and walk through the stages of the project.

Website design, implementation , training and customer service

How many resources from the vendor's team worked with you, and what were their positions?

5

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

very smooth transition between website design stage and implementation

How effective was the workflow between your team and theirs?

very professional and efficient service provided

What did you find most impressive or unique about this company?

Their customer service and response level are amazing!

Are there any areas for improvement or something they could have done differently?

na