big

BACKGROUND

Introduce your business and what you do there.

We’re a river cruise company with global operations. I’m the chief marketing officer. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with big?

They provided strategy and all levels of creative design and brand development.

SOLUTION

What was the scope of their involvement?

They’re a full-service agency that helped us with a large rebranding project. They handled rebranding work, developing integral branding assets with an adjusted look and feel. We had them do a little web work, but it wasn’t their strength. 

What is the team composition?

We worked with about six teammates. 

How did you come to work with big?

Someone in our organization worked with them before and recommended them for the job. 

What is the status of this engagement?

We worked with them from September 2016–August 2019.

RESULTS & FEEDBACK

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

They were part of a team that refreshed the brand completely, and we saw a lift in our sales and customer engagement. That improvement was very consistent over the course of the three years we worked together. 

Overall passengers and bookings were up. Our feedback on the narrative, storytelling, and creative was very positive from customers as well. There was a strong understanding of the product and brand that wasn’t present before.  

How did big perform from a project management standpoint?

They were attentive and always available to us. Tasks were always able to be done quickly and on time. 

What did you find most impressive about them?

Their creative work and direction were fantastic. They’re an innovative team, which was reflected strongly in their creative work.

Are there any areas they could improve?

They struggled with cultivating a client service attitude. Sometimes, there needed to be more professionalism coming from their account manager that wasn’t always present.

Do you have any advice for potential customers?

They’re a great group for creative innovation, but you need to be clear with them on your expectations from an account management standpoint.