The Charles NYC

BACKGROUND

Please describe your company and your position there.

I am the Director of Digital Marketing of a luxury hotel brand with three hotels.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire The Charles NYC?

We had an extremely outdated website, including terrible CMS functionality, off-brand content, and poor functionality. We hired The Charles Agency to create a booking-first web design, with a modern, user-friendly mobile experience and compelling creative.

SOLUTION

How did you select this vendor?

The Charles Group was already our agency of record for brand creative and email marketing, so the selection process was easy as the team had proven quality results with their other projects.

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

The team conducted comprehensive industry research and developed beautiful design comps of the new website, after minimal feedback, they built the wireframes and developed the site. They also assisted with all CMS content upload, copywriting, image editing, etc to ensure we had a successful and on-time launch.

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

My team worked directly with two project managers and occasionally with the design and dev team as needed.

RESULTS & FEEDBACK

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

The website launch was extremely successful - The Charles Group improved the user experience and customer journey and ultimately drove ROI across the board. Comparing results YoY we saw an increase in conversion rate by 118%, an increase in traffic by 93%, and an increase in revenue by 345%!

How effective was the workflow between your team and theirs?

The project managers were extremely easy to work with and very lovely throughout the entire process. We worked very well together supporting each other along the way.

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

The UI/UX blew me away. The functionality, design, creative, and ultimately results speak for themselves.

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

The team was extremely professional throughout the entire process and I respected their candid communication whenever we may have hit a roadblock. Overall, I couldn't have asked for a better team to lead this project.