Nuanced Media

BACKGROUND

Please describe your company and your position there.

I'm the Director of Marketing for an eco-friendly toy company. We make educational eco games, our mission is to raise environmental awareness through play.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Nuanced Media?

We were looking to boost our sales on Amazon. We're a very small team so we didn't have dedicated resources to focus on this full-time.

SOLUTION

How did you select this vendor?

We researched online and short listed 3 different companies. Once we interviewed and heard each team’s proposal, we decided to go with Nuanced Media based on their general expertise and plan of action.

Describe the scope of their work in detail.

For each of our products, Nuanced Media carries out competitive landscape research and analysis.

1. They then define the best performing keywords to use, help write copy and create images according to Amazon best practices.
2. They implement diverse tactics to gather consumer reviews and boost rankings and product visibility.
3. They manage inventory, PPC campaigns and provide regular reports.

What was the team composition?

I've been working closely with the account manager and the strategist. We also have regular check-ins and contact with the CEO/founder.

RESULTS & FEEDBACK

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

We've seen exponential growth in our Amazon sales since the beginning of the project. I am really pleased with Nuanced Media proven results.

How effective was the workflow between your team and theirs?

I have weekly meetings with the account manager and strategist to review progress and results, and discuss next steps. We use the basecamp platform for each and every step of the project, so it's easy to keep track of everything.

What did you find most impressive about this company?

The Nuanced Media team is extremely communicative, very proactive and responsive. They are very adaptable and able to pivot and adjust priorities according to business needs. They have lots of expertise and hands-on experience that bring real results.

Is there any area for improvement or anything that could have been done differently?

Things are going great and I'm looking forward to continued growth with the help of Nuanced Media

BACKGROUND

Please describe your company and your position there.

I'm the Director of CX of a mid sized marketing company focused in beauty and cosmetics in the anti aging skincare market.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Nuanced Media, and what were your goals?

We identified Amazon as a significant opportunity for our business, and had existing presence in the space, but lacked the overall expertise to drive a strategy to maximize that presence. Nuanced Media was brought in to act as our strategy and implementation partner, helping us maximize and optimize our listings to help us create better opportunities for growth on Amazon

SOLUTION

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

After searching and interviewing multiple vendors, we decided to work with Nuanced Media because of their data driven approach. They have a very talented group of experts who are focused in on metrics and the market, and leading us through the optimization process with data. Ryan, the CEO, was very involved in not only the onboarding process, but continues to be involved to making sure our needs are met and exceeded.

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

First, they delivered a complete market analysis of our brand, our competitors and the work it will take to compete in the space. We also laid out at a high level, the growth expectations for our brand. From there, they laid out the timelines and sprints and in detail, described the work and items that need to completed to achieve the goals. We meet weekly to discuss project status and approve items worked on.

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

We worked with an account manager, a strategist, the CEO, and graphic designer

RESULTS & FEEDBACK

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

We have seen lines of our brands on Amazon become transformed and fully optimized.

How effective was the workflow between your team and theirs?

We had weekly meetings to go over status updates and approve and discuss items being delivered. It was highly effective.

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

I like that we feel connected to their team. We don't feel like we are in the dark about items happening within our account. We appreciate their data driven approach.

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

I can't think of any improvements so far.

BACKGROUND

Introduce your business and what you do there.

I am the account manager for branding, promotions, and web content development at Lienhart Design, but I’m also the social media director for Trumpet Social Media.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Nuanced Media? 

My client, a fruit concentrate company, had reached its ten-year point. We needed to expand our online availability to meet growing demand. We were seeing our competitors selling on Amazon and we wanted to be there, too. We also needed to develop a new website and shopping cart.

SOLUTION

What was the scope of their involvement? 

We agreed to an initial six-month plan. They created a fully loaded Amazon presence and built a proactive Shopify website. They’ve also integrated the platform with 12 other platforms and apps. Our marketing strategy focused on the product’s six health benefits.  Now Nuanced Media is helping us optimize our e-commerce platforms.

What is the team composition?

We started working with Ryan (CEO), Haelim (Account Manager), and Cody (Senior Strategist). After a few weeks they brought  in five more experts in their fields including Sara R., Sara K., Kelsey (E-Commerce Strategists), and the brilliant web designer Nikita (Web Designer).

How did you come to work with Nuanced Media? 

I knew Ryan (CEO) and Nuanced Media from the Tucson, Arizona business community. I had referred other clients to his firm for web development and online marketing. I had also enlisted his counsel on advising me on the development of my company, Trumpet Social Media.

Ryan’s reputation was impeccable. He was professional and his business services were a cut above most other web and e-commerce firms we spoke to. There was never a time when we felt pressured to sign.  He conveyed a trustworthy working relationship.   

How much have you invested with them? 

We’ve invested between $10,000–$50,000 

What is the status of this engagement? 

We approached Nuanced Media in June 2020. After a few months, we learned of Nuanced Media’s expertise and signed up with them in  September.

RESULTS & FEEDBACK

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

Connecting with Nuanced Media has made a world of difference. The results have been stellar.  

We’ve only been on Amazon for a month, and on Shopify for a month and half. From initial sales that are pouring in on Shopify and coming from Amazon, we’re on track to grow the company by about $1 million in revenue this year.  

How did Nuanced Media perform from a project management standpoint? 

We didn’t know how to fast track two huge projects at the same time and still be productive, but Nuanced Media pulled us into their framework. They created a  high-level project management system - a multi-scaled agile framework - that accesses all plans, initiatives, marketing strategies, apps, creative projects, and all creative content, all under one network of connected mini-networks.

Basecamp is one of our main hubs, but we also use Gather Content, both of which I  would highly recommend. We communicate on Zoom during weekly meetings that often last 1–1/2 hours. 

What did you find most impressive about them?

They’re very knowledgeable on how Amazon works. Whenever we had questions, they were able to answer our questions. They blew us away with their experience. They provided a lot of helpful insight into how a company can thrive on Amazon. They clearly know what opportunities we can take advantage of.

All of their team members were respectful, helpful, and contributed a wealth of knowledge. They were brilliant.

Are there any areas they could improve? 

I don’t see how they could improve.

Do you have any advice for potential customers?

Lay all your cards on the table and trust them. They’re going to be able to help you way more than you could ever imagine.

BACKGROUND

Please describe your company and your position there.

My wife and I started an eCommerce beauty products line. Our strategy is to initially sell on Amazon.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Nuanced Media?

We were looking for assistance in building our Amazon presence. They have assisted us in product research, digital content, Amazon registration and content creation for our new product lines.

What were your goals for this project?

Successful registration and launch on the Amazon platform. Also, we want to launch a total of 5 products in 2021. Further, we want them to create a strong digital marketing strategy and content that fits our brand.

SOLUTION

How did you select Nuanced Media?

We spoke with several vendors and ultimately we were impressed with Nuanced's project examples as well as their data-driven approach to selling on Amazon.

Also, they are really focused on project management and have been very efficient and organized.

Describe the scope of their work in detail.

Discovery calls, product research, collaboration on digital content and launch strategy.

What was the team composition?

I've worked 3-4 different team members, including the CEO. Everyone has been a pleasure to work with and very professional throughout the process.

RESULTS & FEEDBACK

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

We succesfully launched our first product! Also, we have a strong pipeline that we hope to launch in Q2 2021.

How effective was the workflow between your team and theirs?

Their project management system has been very effective and has led to strong communication and task completion on a bi-weekly basis. We have a strong cadence.

What did you find most impressive about this company?

Very project management oriented. Also, everyone has been very enthusiasitc, patient and extremely pleasant to work with. I've been impressed with their problem solving skills and high efforts.

Are there any areas for improvement?

I can't think of any.

BACKGROUND

Introduce your business and what you do there.

I’m the chief product officer for a board game seller.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Nuanced Media?

We were launching and selling board games through Kickstarter, and we were looking to grow our Amazon presence. We needed to customize our fulfillment capabilities and scale our presence there.

SOLUTION

What was the scope of their involvement?

Nuanced is helping us with digital marketing, including SEO, Amazon DSP campaign management, and listing management. They ensure products are showing up in searches. Our main focus has been increasing our Amazon presence and sales.

What is the team composition?

Ryan (CEO) and Francesca (Account Executive) are our main points of contact.

What is the status of this engagement?

We started working with Nuanced Media around October 2019, and our relationship is ongoing.

RESULTS & FEEDBACK

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

There are no specific statistics that I could call out. In a time of uncertainty in terms of supply chains, Nuanced has helped us sell consistently on Amazon. A lot of people have seen negative impacts on their sales flows, and we haven’t. Given how we were set up on Amazon, we were able to maintain and grow sales earlier in 2020, when general sales were going in the opposite direction. It’s still early to mention a year-over-year growth, but we’ve consistently maintained sales.

How did Nuanced Media perform from a project management standpoint?

They have a detailed system for tracking and reporting. They’re transparent, and they’re great at setting weekly and monthly campaign goals. Communication and deadline management are probably the biggest benefit of working with Nuanced. They’re operationally-sound in taking on and managing projects.  

What did you find most impressive about them?

They provide innovative solutions for continuing our growth. They’ve helped us with reviews and rankings, SEO, keywords, and listings. Nuanced has a holistic thought process for how a brand is presented on Amazon, and they can set up sprints and overall goals. Beyond statistical data, what I’ve been most impressed with is Nuanced Media’s ability to create an overall plan and give us bite-sized things that we can do in sprints. We can make campaign shifts in order to achieve our goal. Other companies will set up pie-in-the-sky goals, but the pathways for getting there is where a lot of people stumble. Nuanced can make strides based on a weekly plan.

Are there any areas they could improve?

Every client wants to do everything and go from zero to a million. In 2020 in particular, the goalposts moved every week for everyone. Sticking to the most important thing rather than the one we want right now is essential. This isn’t necessarily a pushback from me, but it’s something that would be helpful. We still have to fix some foundational things before moving to the next level, but we’re doing it.

Do you have any advice for future clients of theirs?

It’s important to set campaign goals and objectives in the beginning and stick to them.

BACKGROUND

Introduce your business and what you do there.

I’m a distribution support administrator for Great Plains Industries. We manufacture fuel transfer pumps and flow meters.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Nuanced Media?

We started getting into our Amazon presence late last year and realized it was going to be a bigger project than we anticipated. We decided to bring in an Amazon consultant and found Nuanced Media.

SOLUTION

What was the scope of their involvement?

We had an existing Amazon platform that we took over from a different internal team. It was a vendor account, and we weren’t really familiar with it. At first, our goals were to clean our presence and optimize our listings better. Then we realized we had opportunities in our market as a seller account.

Nuanced Media presented that to us along with long-term goals and how we can achieve them. The team took our three main families and optimized them. Once that happened, we could get more into marketing and advertising spend. We’ve since added accessories, spare parts, and more.

The Nuanced Media team has also done image marketing. They started some PPC and demand-side platform (DSP) campaigns in the last 2–3 months.

What is the team composition?

At first, I met with Steven (COO) and Ryan (CEO). Now we’re set up with two account managers.

How did you come to work with Nuanced Media?

I googled several consultants. Nuanced Media seemed the most personable of our options. They also knew what they were talking about, and I liked that they were a smaller firm: they could spend more time with our company and our questions. After 2–3 phone and Skype interviews, we made our decision.  

How much have you invested with them?

For the first 3–4 months, we had a pretty high budget — $7,000 per month — to get everything rolling. Now we’re down to $4,000–$5,000 per month because we have an established account and have learned from Nuanced Media how to do stuff on our own.

What is the status of this engagement?

We conducted interviews in November or December 2019, but we didn’t start working together until January this year. Even though our collaboration has shrunk, we like having access to Nuanced Media. They still manage our marketing spend from month to month.

RESULTS & FEEDBACK

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

Nuanced Media gives us reports monthly or every other week. Our sales go up each month. We've had to raise advertising budgets because we see them doing well. They offer graphs to help us make those decisions.

Their team also regularly gives suggestions and feedback. From the progress we’ve seen, we’re confident in following Nuanced Media’s advice.

How did Nuanced Media perform from a project management standpoint?

The team is easy to get a hold of. We communicate mainly via Basecamp. If they need anything from us, they post it there, and vice versa. We hear back the same day whenever we ask a question. We also have biweekly meetings with them.

What did you find most impressive about them?

Compared to our previous Amazon consultant, we receive a lot more deliverables from Nuanced Media for what we’re paying.

Are there any areas they could improve?

The cost is pretty high, which is why we’ve reduced our budget. Maybe their point system could be reevaluated, but I’m not sure.

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of Magnitude Management. We are a business development agency that works with a variety of companies both launched and from scratch around the world, supporting them to help roll out new products, services, or channels.

We are currently focused on a company called Metal Labs LLC, which is a fintech company that provides support, education, tracking, and supplements to women in menopause.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Nuanced Media?

We hired their team to provide Amazon marketing and optimization services for Metal Labs LLC.

SOLUTION

What was the scope of their involvement?

Amazon is its own entire ecosystem of marketing, algorithms, optimizations, and other processes that need to be handled in order to successfully launch and scale a company, and Nuanced Media provided the expertise necessary to navigate that ecosystem.

Particularly for a supplement product, since Amazon represents 73% of all online supplement sales in the United States, if you don’t get it right there, you don’t stay in business. So far, Nuanced Media has able to handle our listings, PPC spend, and review optimization. Once we get our trademarks completed, they will also help with brand content, stores, additional PPC targeting, and even helping to promote a book written by the founders of Metal Labs.

What was the team composition?

Primarily I work with Halee (Project Manager) and Ryan (CEO) as the strategists for the project. Internally, I know they have a lot of other resources, including graphic designers and content and PPC management leads on it as well, but my main contact is with the project manager and the strategists.

How did you come to work with Nuanced Media?

A couple of years ago, I was a consulting strategist for various marketing agencies, one of which was Nuanced Media. I had a pretty good understanding of their capabilities as a result, and so when they moved aggressively into Amazon and I moved into this other venture, I needed someone that I felt I could trust to really drive that part of the project forward by bringing pre-built playbooks and best practices to the table.

How much have you invested with them?

Our total spend with them in agency fees is around $5,000–$6,000 a month, so we’ve probably spent about $20,000–$25,000 in total.

What is the status of this engagement?

We launched the product in February 2020 brought them on in March and we’ve been working with them since just after that.

RESULTS & FEEDBACK

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

We’ve been up and running for somewhere between 90–120 days, and we’re already at an annual run rate of about $10 million per year. The initial ROI on ads on Amazon is far higher than any other ROI we have, including Facebook and Google. They just blow them out of the water by 2–3 orders of magnitude. That itself has been a huge benefit to me in being able to balance out market acquisition.

Additionally, every month I give them daily revenue number targets, and they figure out a way to hit them. It’s not quite that he guarantees it, but Ryan gets about as close as you can without explicitly saying what he’ll deliver.

How did Nuanced Media perform from a project management standpoint?

They’ve actually provided an entire data dashboard that was customized to me. It includes not only Amazon but my entire e-commerce channel, which was really helpful to be able to see what’s contributing what value and what revenue all tied together.

They also use Basecamp to manage the specific milestones, and I can chat at any point with Ryan or other members of their team about what we’re working on. They often respond even on weekends, but especially if it’s a workday someone will almost always get back to me in under an hour.

On top of that, we hold bi-weekly meetings with 30–45-minute presentations where we go over the last two weeks and the plan for the next to, which we’ll probably move to weekly as we increase our work with them.

What did you find most impressive about them?

The real sweet spot with Nuanced Media is that they have codified the process for building a scalable Amazon product link. They have a recipe that lays out the exact steps you need to take to demystify the Amazon process and really guarantee results at a level that most other businesses simply cannot do.

If you try to do Amazon on your own, it can be a really terrible experience because it isn’t friendly to sellers at all, but because they’re Amazon, you just deal with it. Nuanced Media serves as a field guide to that process, stepping in for anything that we ask from them and then also allowing us to handle whatever we want in-house and simply providing advice as well.

Are there any areas they could improve?

The only potential area for improvement is that because they have such a well-defined process, it can sometimes be a little bit more difficult to adapt to outlier situations. A little bit of increased flexibility there would be helpful, but I would also be worried that if they went too far in that direction, they would actually just stray from their core competencies, so I would only suggest a very minor amount of change.

Do you have any advice for potential customers?

If you’re not ready to make an investment in Amazon, then this company might not be the right fit for you, because their process is way more involved than a tiny side hustle to make you a bit of extra money. But if you are committed to spending time and money on building a successful Amazon company, they are absolutely the people to get you there.

BACKGROUND

Introduce your business and what you do there.

I’m the marketplace manager for a seat covers company, handling sales through channels like Amazon and eBay.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Nuanced Media?

We had tons of listings that weren’t optimized or finished. Our biggest goal was to condense our listings and optimize them for both promotions and keywords. The end goal was to boost more sales.

SOLUTION

What was the scope of their involvement?

They improved our existing presence in the marketplace. Our product is unique in that each item is custom, made-to-order. The listing now provides all the necessary information to the customer upfront. Before, we were required to go back and forth with the customer to ensure they had all the necessary information to complete a purchase. To correct that, they managed content, keyword research, and presented a new store management system for us. Additionally, they set a monthly budget for our returns. 

At this point, they’ve cleaned up our listings. They’re currently continuing to optimize and run advertising campaigns.

What is the team composition?

We work with two people, who function as our account managers. The owner of the company is also available to us if needed. 

How did you come to work with Nuanced Media?

We had too many individual listings on Amazon, so we started looking for a local third-party partner. They’re relatively local to us and showed up in our Google searches. When they came to meet us, our goals aligned. 

After our meeting, they drafted a list of things that they thought could be improved in our listings. We had the same goals, and they showed a ton of empathy for our situation. 

What is the status of this engagement?

We started in September 2019, and our work is ongoing.

RESULTS & FEEDBACK

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

The returns on our monthly promotions are impressive. They made huge improvements to our online storefront, integrating a new system that lets me manage listings more easily. It was also helpful to have them walk us through the new processes.   

Before our engagement with them, we were selling about 200 units of a certain product each month. Since we passed responsibilities over to them, they provided us with great content and analysis on which markets to actively target. From that point on, we’ve averaged over 900 units of the same product per month in sales. The product is the same, but they were able to find and capitalize on the opportunity.  

How did Nuanced Media perform from a project management standpoint?

They’re available to us whenever we need support and have saved us a lot of money. We were impressed with their willingness to hold our hands throughout the process. They were in contact through Basecamp, which allowed for a super organized process. We assign tasks and communicate on the platform. There was full transparency— our weekly meeting notes were even uploaded. The platform was very easy to use as well. 

What did you find most impressive about them?

They provide excellent customer service, which means a lot. Many people could’ve optimized our listings, but they were by far the most customer-centric. They were willing to answer all of our questions and treated us well throughout the development. 

Are there any areas they could improve?

I can’t of anything. It would be great to have them on staff full time.

BACKGROUND

Introduce your business and what you do there.

I’m the marketing coordinator at Crystal Impressions.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Nuanced Media?

We were trying to get our products selling on Amazon.

SOLUTION

What was the scope of their involvement?

We touched base with Nuanced Media last year. After receiving information on what they could provide, we started working with them. The engagement began with strictly Amazon. We strategized product launches and determined product groups for Amazon pages. We started from scratch when it came to crafting content for the pages.

What is the team composition?

In the beginning, we worked with Steven (COO). After we chose to engage with them, we started working with a project management team. Behind the scenes, they have a larger group that helps contribute content specific to our project. They also someone that assists with our Amazon listings.

How did you come to work with Nuanced Media?

We found Nuanced Media on Google. We had a lot of back-and-forth conversations in the beginning. Those conversations made me realize that they were interested in finding partners, not just customers. They also seemed to enjoy helping businesses grow. That desire has been genuine and authentic. Once we saw that, we scaled up our engagement with them.

How much have you invested with them?

We’ve invested between $50,000–$100,000.

What is the status of this engagement?

Our actual work with them started in October 2019.

RESULTS & FEEDBACK

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

It’s been a wonderful success, and we’re extremely happy. We started selling products in the first week of March. We’ve sold about 50,000 in revenue product sales, which we considered a success. It’s more than we anticipated. We’re now starting to work with e-commerce on our own website.

How did Nuanced Media perform from a project management standpoint?

Each week, we meet with two members of their team, Cody (Senior Strategist) and Haelim (Account Executive), that keep us updated. We’ve met on Zoom and had phone calls. They also have Basecamp, which we do a ton of communicating on. We can set up projects and ask questions. We couldn’t do what we’ve done without that system.

What did you find most impressive about them?

Their team is very candid. They under promise and overdeliver. They’ve made a space for honesty. They’ve proven we can trust them over time.

Are there any areas they could improve?

No, they’re the best marketing vendor I’ve worked with.

BACKGROUND

Please describe your organization.

TM International is in the business of making temporary tattoos, both custom and stock ones, which are printed out and sold to retail customers. Custom tattoos can be used for anything, ranging from birthday parties to business promotional products.

What is your position?

I am the Vice President of custom orders.

OPPORTUNITY / CHALLENGE

What business challenge were you trying to address with Nuanced Media?

We had an old legacy site which was not modifiable at all.

SOLUTION

Please describe the scope of their involvement in greater detail.

We operate a number of websites. The ones with which Nuanced Media has been involved are called tattoosales.com and temporarytattoos.com. They have provided website development and rebranding services to our company.

They gave us suggestions for salvaging search engine optimization as much as we could in the beginning, given our site limitations. We then started going down the path of creating a new site with the support of Nuanced Media.

We've had a complete overhaul of our internal IT department, and I came to be in charge of developing a new site. I had to make decisions in terms of the platform which the site would use, and I also knew that we needed to have a content delivery network in place in order to improve website speed, especially in foreign countries. I didn't know where to start, but Nuanced Media pointed me towards the right direction and put me in touch with appropriate companies with which they worked in the past. This made a big difference in getting the site completed quickly. We ultimately chose Magento as our platform.

How did you come to work with Nuanced Media?

We were having trouble with one of their competitors, not fully seeing eye-to-eye. Our CEO met one of Nuanced Media’s founders at a networking event. He came in to talk to us, and we hit it off. A lot of their offerings were needs which we had at the time, so Nuanced Media was at the right place at the right time. We've been very happy with them since.

Could you provide a sense of the size of this initiative in financial terms?

The total development cost was between $10,000-50,000. We worked on a shoestring budget for this development. The money spent with Nuanced Media provided a significant return on investment, given some of their suggestions. For example, we run a community version of Magento, which is free.

What is the status of this engagement?

We’ve worked with Nuanced Media since November 2015. The new page launched earlier this month, March 2016.

RESULTS & FEEDBACK

Could you share any statistics or metrics from this engagement?

Most notably for me is the fact that we were able to rebrand our company and launch the website. The goal was to adopt a stable, fast, and customizable e-commerce platform. I think we've met all of those goals.

One of our goals was also to increase the loading speed of our site, especially internationally. We speed-tested tattoosales.com from Melbourne, Australia. Our average load time was about 9.67 seconds. We've cut this down to 3.84 seconds. We're still working on this, but it's important to note that we've cut down load time by two thirds. This was very important for me because I sell to 84 countries. Even though we host the site in Tucson, Arizona, we still need to appear international and our site needs to load quickly, regardless of country.

Another strong suggestion from Nuanced Media was that we move to the cloud. We've started to use Rackspace for hosting and have a content delivery network offered by CloudFlare, through which we're able to cache our page worldwide. This makes our site a lot faster and easier to use. A 9.67 second load time for Sydney was not acceptable to our customers, and we had received complaints about this. We're still new to the change and are still making site modifications, but when we're finished with this, I'm sure we'll be able to improve the site even more.

How did Nuanced Media perform from a project management standpoint?

I could not be happier with their team. We've gone through some tough times prior to starting our work with them. Internal restructuring derailed our normal operations, but Nuanced Media was able to sit down with us, allowing me to pivot my strategy and come up with an entirely new solution and quickly execute it. I'm proud of what we've achieved and have them to thank for the success.

What distinguishes Nuanced Media from other providers?

Website launches never go smoothly. We had gotten in a bit of a pinch in ours, while testing extensively right before launch. We found a critical problem which had to do with rounding in our system. It was missed for a lot of reasons prior to this point and only discovered right before launch. It would have been quite problematic, billing customers for a certain price and charging a difference of a penny or two because of a rounding calculation. Fixing it required Nuanced Media's help from a coding perspective. I was on the phone with one of their coders for a couple of nights prior to launch. Not every vendor would stay with their client to such a degree, at crazy hours and during weekends. Nuanced Media went above and beyond in order to ensure I met my launch date. There is no better advertisement for their services than this.

Is there anything Nuanced Media could have improved or done differently?

We came to a point of doing a lot of our meetings virtually. I personally prefer in-person conversations. We did try to get together weekly, take a step back, and evaluate how everything was going. There were definitely times when conference calls were appropriate, as well as times when in-person meetings were best. I always asked them to come to our place or vice versa.