Forge Worldwide

BACKGROUND

Introduce your business and what you do there.

I'm the former CMO of Friendly's, a restaurant chain.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Forge Worldwide?

We reached out to Forge for advertising services after we launched some changes to our menu, including an aggressive $5 value meal program to drive more business. 

SOLUTION

What was the scope of their involvement?

Forge provided advertising services, including a campaign to drive our “fiver,” or $5 menu items. They got us spots in print magazines and also created commercials, providing a filming crew and production services in the process. 

What is the team composition? 

We worked with about 10 people, including an account manager.

How did you come to work with Forge Worldwide?

They reached out to us and pitched a lot of great ideas that made sense for our business. They also presented themselves very well during the RFP process in which we considered between 5–10 other firms. 

How much have you invested with them?

We spent somewhere between $500,000–$1 million.

What is the status of this engagement?

We worked with them from around January 2015–March 2016.

RESULTS & FEEDBACK

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

Forge's advertising campaign significantly increased traffic to our restaurants, outpacing our competitors. Although the industry as a whole did not see much growth in absolute traffic, the fact that we were able to outperform our competitors is proof of their success. Customers responded very well to a few of the commercials they produced as well. 

How did Forge Worldwide perform from a project management standpoint?

They were very organized, proactive, and on time throughout the engagement. It was also great having the two principals of the company so involved in the shoots and much of the strategy development.

What did you find most impressive about them?

Having senior leadership involved in our campaign added a lot of value. There are a lot of good people on their team who are authentic and had our best interests at heart.

Are there any areas they could improve?

We worked with them for over a year before moving in a different direction with another firm that was a little edgier. Although I continued conversations with Forge, I think there were some areas they may have played it too safe, but overall it was a still great experience.

Do you have any advice for potential customers?

Be as clear as possible regarding business objectives, goals, and a plan for measuring success.

BACKGROUND

Introduce your business and what you do there.

I’m the SVP of communications for Johnson & Wales University. We’re based in Rhode Island, but we also have branch campuses in Colorado, Florida, and North Carolina. Our programs consist of 13,000 undergraduate, graduate, and online students.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Forge Worldwide?

Our biggest challenge revolved around brand recognition. We spent decades developing a worldwide reputation as a culinary university; so despite expanded our programs to include multiple colleges of varying disciplines, most people didn’t know the full breadth of our services. Our ultimate goal is to increase admissions and support campus fundraising. But the targeted goal with this engagement was to change our reputation and improve brand awareness.

SOLUTION

What was the scope of their involvement?

We engaged in a full rebranding campaign, so Forge Worldwide helped us with campaign strategy and development. They handled a lot of the creative work, but our in-house team slowly adopted that responsibility over time. Following that, they oversaw the campaign’s full implementation and execution. Another component of that initiative involved an ongoing analysis reputation and awareness.

Being both a traditional and digital campaign, Forge Worldwide helped us purchase media to support the rebranding effort. The traditional advertising push included two television commercials and a significant amount of air time. We also ran radio ads and purchased billboards across each campus’s home state. That being said, the majority of the project revolved around digital marketing.

What is the team composition?

Harry (CEO, Forge Worldwide) and Rob (Principal, Forge Worldwide) were involved from start to finish. However, Melissa (Director of Client Engagement, Forge Worldwide) was our primary contact throughout the process. We also interacted with an account manager and a graphic design team.

How did you come to work with Forge Worldwide?

I had worked with them while I was with another University and appreciated their skill set. That was a branding project as well, so I recommended them once this challenge came up. We interviewed five different companies but ultimately selected Forge Worldwide.

How much have you invested with them?

We spent over $1 million.

What is the status of this engagement?

We worked together from October 2014–December 2017.

RESULTS & FEEDBACK

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

Before the rebranding project took place, we surveyed prospective students, the parents of prospective students, and alumni to establish a brand awareness benchmark. We found that 85% of the measured group knew us only as a cooking school. After the first two years of rebranding ourselves within each community, we saw our reputation shift positively in every category. Now that campaign has concluded, our metrics indicate that we’ve penetrated the market significantly. I wish we could’ve continued the relationship with Forge Worldwide, but we had to shift money to other operations.

How did Forge Worldwide perform from a project management standpoint?

We held biweekly telephone meetings with them to keep the project moving along. The frequency of those calls increased to weekly occurrences during peak development times. While the issues being discussed often varied, Melissa always joined us on the call. Rob and Harry would attend these meetings on occasion.

Our internal team over-managed them at first. They were hired to be creative and have artistic freedom, but we weren’t allowing that to happen. We eventually worked it out by having both parties listen and communicate. Harry checked in with us frequently to keep his finger on the pulse of the relationship. I found that to be invaluable to our success. Creative differences occurred, but they approached each situation professionally and developed reasonable solutions.

Forge Worldwide didn’t just follow the assignments and accept our critiques. We developed a good rapport with them as they further iterated each deliverable. They always responded to our desires when we wanted to move from one direction to another.

What did you find most impressive about them?

We appreciate their strategic mindset. They utilized a thorough discovery process to develop accurate insights regarding our brand identity. That process enabled them to create an effective campaign tagline that encapsulates our essence as a university.

Are there any areas they could improve?

I wish we could’ve addressed the micromanagement issue sooner than we did. I would’ve liked if they pushed us with new concepts and ideas from the start. I’ve already discussed this feedback with Harry and Melissa on numerous occasions.

BACKGROUND

Introduce your business and what you do there.

SBLI is a life insurance company based in Massachusetts. Since we were founded in 1907, we've served over a million families with affordable, dependable life insurance. We primarily sell term and whole life insurance as well as annuities. I'm the assistant vice president and communications manager and have worked here for 13 years.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Forge Worldwide?

We needed a like-minded creative partner who could help us show customers why life insurance was significant, answer their questions, and counter stereotypes. Since most financial services companies just say people need life insurance without explaining why, we needed to break through the clutter.

At the time, we were running a successful campaign with Tedy Bruschi for Patriots Hall of Fame linebacker, and he was our company spokesman. We needed a team to help us continue to tell that story.

SOLUTION

What was the scope of their involvement?

Using the same channels we had in place, Forge Worldwide brainstormed an engaging new way to present our campaign artistically with a black-and-white feel. Forge helped secure the photography and television crews. The team enhanced the way it was presented artistically, and they brought a fresh perspective to it.

They shot radio and TV commercials as well as still photography. Our media buys were a collaborative effort. Other tasks we assigned them included marketing our company in general via direct mail and social media. They came up with advertising ideas to represent us well.

The team also pitched the tagline we used both for this and across all our marketing for several years: "No Nonsense Like You." We were known as the no-nonsense life insurance company, and they put a fresh twist on that reputation to make customers feel they were being treated in a direct, simple, and straightforward manner.

What is the team composition? 

We had both an account representative and frequent access to the president and creative director. Harry (CEO, Forge Worldwide) and Rob (Principal Executive, Forge Worldwide) co-founded Forge Worldwide together. We regularly met in person with them frequently, along with daily contact with our account rep. The beauty of their company is their personalized representation and relationships they form. I got to know many Forge employees very well over the course of our relationship. 

How did you come to work with Forge Worldwide?

We conducted an extensive search for creative partners in our area. We met with Forge Worldwide several times during our evaluation process and hired them because their presentation was the most creative. They respected what our brand had stood for in the past but also helped us dust it off a bit. Having been in business since 1907, we were proud of our brand. We needed a fresh perspective that still represented our past and heritage. Forge Worldwide had the most fitting idea of any company we considered.

It was essential to me that we have a partner we could trust to accurately represent not only our company but also our spokesperson. After sitting down with Harry and Rob, it was clear that the campaign would be in good hands with their team.

How much have you invested with them?

We had Forge Worldwide on retainer. Any production we did with them like commercials was an additional cost. 

What is the status of this engagement?

We started working together in the summer of 2011. 

RESULTS & FEEDBACK

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

We use a lead attribution system internally to measure the effectiveness of our campaigns. Additionally, we received word-of-mouth feedback about our advertising like direct mail. It's not a perfect science, but Forge Worldwide definitely helped us instate continuity into our advertising efforts. We used the tagline they proposed company-wide.

Visually, it's easy to see the difference they made in applying consistency across all our communications. They strengthened and positioned our brand to show we never try to hustle or upsell our consumers. It reinforced our core values of treating people fairly and transparently.

How did Forge Worldwide perform from a project management standpoint?

Forge Worldwide's account reps were very thorough. We met with them on a weekly basis to discuss all the work in progress. Sometimes, we had to put together an advertisement on very short notice, and they always turned workaround for us on time. At the same time, they were always able to maintain a long-range view.

We planned the TV shoots extensively months in advance and relied on their experience in that field. Considering how ambitious they were, our shooting days went very smoothly. The team could both work on the fly and plan strategic approaches far ahead of time.

What did you find most impressive about them?

The main criteria I look for in advertising companies are being very transparent about cost and capabilities. I don’t appreciate it when a vendor claims to have TV or radio expertise and then turns out not to have that skill when I need it. I always knew that Forge Worldwide could deliver upon everything they said they would. They listened carefully and were capable and professional.

Are there any areas they could improve?

The main criteria I look for in advertising companies are being very transparent about cost and capabilities. I don’t appreciate it when a vendor claims to have TV or radio expertise and then turns out not to have that skill when I need it.  I always knew that Forge Worldwide could deliver upon everything they said they would. They listened carefully to me and were capable and professional.

Do you have any advice for potential customers?

I encourage future clients to put their trust in Forge Worldwide. Don't be afraid to ask them questions or ask for their time. They will always make themselves available to you. The team listens well and takes a personal and collaborative approach to managing client accounts. They always make sure they get it right and can pivot quickly if you're not fully satisfied.

BACKGROUND

Introduce your business and what you do there.

I'm the CEO of a startup called SplitFit. Our app allows users to split the cost of a personal trainer by inviting friends and co-workers. It helps them meet and join pools of 3–4 four people at gyms. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Forge Worldwide?

We hired Forge Worldwide to help us with our pitch deck. 

SOLUTION

What was the scope of their involvement?

We met with Forge Worldwide on a regular basis. After we discussed the work we had already done, they helped us refine the image and the deck itself to tell the story a little bit better. Regarding specific deliverables, we asked them to spruce up and deliver the pitch deck. 

What is the team composition? 

We interacted with a team of about three people from Forge Worldwide, including designers.  We also interfaced with Harry (CEO, Forge Worldwide). 

How did you come to work with Forge Worldwide?

We were referred to Forge Worldwide. 

How much have you invested with them?

We spent about $10,000. It wasn't a big project.

What is the status of this engagement?

We worked together a little less than a year ago, for a couple of months in 2017. 

RESULTS & FEEDBACK

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

Forge Worldwide's contributions helped us get some more investment dollars. Internally, everyone from our company was absolutely happy with their work. 

How did Forge Worldwide perform from a project management standpoint?

Forge Worldwide’s project management was super. Our main forms of communication were online and over the phone. We mostly interacted with the CEO. 

What did you find most impressive about them?

Forge Worldwide is very hands-on and creative. 

Are there any areas they could improve?

No, I don't think so. 

Do you have any advice for potential customers?

I would recommend Forge Worldwide. We were a very young startup when we started working together. Since we were still learning at that point, I don't have specific advice. 

BACKGROUND

Introduce your business and what you do there.

I’m the senior director of marketing at the National Fire Protection Association (NFPA), a global nonprofit. The marketing department promotes products and solutions that we offer our stakeholder groups, such as our fire prevention catalog, trainings, and tools.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Forge Worldwide?

The initial scope of work was to develop a brand platform for NFPA, but we’ve retained their services for brand-related tasks since then.

SOLUTION

What was the scope of their involvement?

We’ve completed hundreds of projects with Forge Worldwide, from developing our brand platform to producing videos. We launched the new brand at our annual conference, which draws around 100,000 people, and Forge Worldwide helped us rebrand the event so that everything matched, including the signage, booths, and other marketing materials.

They also reimagined our 40-page catalog, redesigned and reformatting the entire product. They looked at our past catalogs and made the images and messaging more consistent. They help write content for each section and even developed a photo issue to create an entire library of images. They also integrated links throughout the catalog that connect to our online catalog and website. We’ve used their template for seven catalogs now, and the photos are used across our entire association, including both offline and online publications.

What is the team composition?

The account director is my primary point of contact.

How did you come to work with Forge Worldwide?

I worked with Forge Worldwide at my previous agency and was highly impressed with their work. My new boss and I met with them for this project, and they were a good fit, so we hired them.

How much have you invested with them?

We spend between $1.5 million–$2 million a year.

What is the status of this engagement?

We’ve been partners since September 2016.

RESULTS & FEEDBACK

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

The catalog’s been a successful acquisition and engagement tool. The digital component of the catalog has driven traffic to our sites, increasing both sales and brand awareness. They’ve satisfied multiple different needs from the NFPA, bringing in a younger audience and more customers.

How did Forge Worldwide perform from a project management standpoint?

They’ve exceeded our expectations in every way possible. They’re incredibly responsive, replying within an hour to any request. During meetings, they take detailed notes and send them over along with records on the status of their initiatives. They quickly understand our problems and remain proactively engaged in the projects.

What did you find most impressive about them?

They’re responsive and extremely flexible, willing to do whatever we ask without getting frustrated. We can be a challenging client, but they always remain calm. They’ve immersed themselves in our brand, truly understanding our messaging and what we want to accomplish.

Are there any areas they could improve?

They could implement more best practices for direct response marketing, such as direct mail. We’d appreciate more guidance and support in that area.

BACKGROUND

Introduce your business and what you do there.

I’m the former CMO at a commercial bank with about $10 billion in assets and around 100 branches.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Forge Worldwide?

As we built out our retail banking business, we needed to broaden our brand positioning to include both retail and commercial, as well as wealth management.

SOLUTION

What was the scope of their involvement?

Forge Worldwide worked on our brand positioning and translated our brand into advertising and communications. Their strategy covered what our brand stands for, how to differentiate it in the marketplace, communications, standards, and guideline. They used a full set of media TV, radio, print, digital, and collateral communications to execute the positioning.

For at least three years, Forge Worldwide was our brand agency of record. When we were started working together, they didn’t have in-house media capability to they brought in a partner who did. The two teams worked hand in hand on the media planning and buying.

What is the team composition?

We worked with 5–6 people at any given time.

How did you come to work with Forge Worldwide?

We had a professional agency review. Forge Worldwide had a combination of broad capabilities and two experienced principals who came from large agencies. They offered a high level of expertise and experience, but were small enough that the senior people actually worked on our project. That doesn’t always happen with larger agencies. We also felt like there was good chemistry between our teams.
 
How much have you invested with them?

They had a reasonably priced monthly retainer. Outside that arrangement, we worked on additional projects.

What is the status of this engagement?

We worked together from January 2012–March 2017.

RESULTS & FEEDBACK

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

Our primary goal was new consumer household growth, and our secondary goal was the deposit growth that would come from that. We definitely saw our brand awareness metrics increase significantly. With that, we saw our new consumer household growth increase significantly as well.

How did Forge Worldwide perform from a project management standpoint?

Forge Worldwide was always very professional and detail oriented. Their traditional agency structure includes account coordinators and account supervisors in addition to the senior people who keep the schedule on track. It was very well managed.

What did you find most impressive about them?

I appreciated that Harry (CEO, Forge Worldwide) proactively reached out to me every quarter to set up dinner or a coffee meeting. It gave me the opportunity off the record to find out what’s happening in the market. Learning about his other projects expanded my network and knowledge. Having such a good relationship definitely added value. As a firm, Forge Worldwide offered a proactive level of service, advice, and information that I found very valuable.

Are there any areas they could improve?

Initially, their creative radio work was not up to a level I was used to. This was the smallest organization I’d ever worked with, and I had been partnering with world-class agencies. I was happy about how they dealt with that feedback. Due to their capacity, we couldn’t assign them 20 projects simultaneously. We had to be thoughtful about how to stage the work. Even though we never had any issues, I was cognizant they only have 30–40 people. They don’t have an endless supply of employees, but we benefitted from not having to pay for that either.

Do you have any advice for potential customers?

If you’re thinking about a larger project or an ongoing retainer relationship, I highly recommend using Forge Worldwide. They’re smart and deliver world-class work on time and budget. Smaller projects are not as effective to receive the benefit and value they offer. 

The senior staff is actively engaged and involved in client relationships. Make sure to spend enough time tapping into their tremendous knowledge and take full advantage of their industry expertise. 

BACKGROUND

Introduce your business and what you do there.

I’m the executive director at the Center for Nutrition Studies. We aim to promote optimal nutrition through science-based education, advocacy, and research.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Forge Worldwide?

We needed help with branding and advertising for our organization. Although we had a popular online course at eCornell, we still wanted to reach more people. Concurrently, our web redesigned focused on refining messaging to prospective students—who should take the course and why. We wanted the redesign to support the outreach goal.

SOLUTION

What was the scope of their involvement?

Forge Worldwide serves as our marketing partner. During the project’s first phase, we came up with our organization’s story and a corresponding one-page statement. When then identified the personas we wanted to reach. Next, Forge Worldwide created campaigns for print and online advertising, Google Ads, and Facebook. In addition to a brochure and an in-book advertisement, the team also produced a short video trailer to introduce the course.

During these campaigns, we ideated new designs for the website. Forge Worldwide then implemented the redesign, which included reorganized content.

What is the team composition?

We primarily work with four people. Forge Worldwide scales the team as needed.

How did you come to work with Forge Worldwide?

Our director of development found Forge Worldwide through his professional network; he inquired about large PR marketing firms with education experience. The team was one of five companies we interviewed.

What is the status of this engagement?

We started working together in March 2016 and the engagement is ongoing.

RESULTS & FEEDBACK

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

The campaigns’ returns were immediate. We’ve had consistent 10% annual growth for the last two years. Our messaging is now simpler and more effective. The site’s millions of monthly visitors have made the redesign and improved messaging even more essential to our success.

How did Forge Worldwide perform from a project management standpoint?

We’ve worked with two point persons, but both left Forge Worldwide. They were extraordinarily responsive and we are sad they’re no longer with the team. Both individuals were always available and provided attentive service.

What did you find most impressive about them?

There are several marketing firms with great creative talent. But Forge Worldwide’s resources stand out because they understood our messaging—as opposed to previous vendors—and mission. The team now feels like part of our organization’s family.

Are there any areas they could improve?

No, we love Forge Worldwide. They give it their all and create great success. They should keep up their consistent and excellent work.

Do you have any advice for potential customers?

We flew to Forge Worldwide’s Boston office and the team got to know us in person. That effort may not seem worth it, but I can’t overstate how much it benefited the partnership.

Familiarity helps the team deliver great products. If they understand the customer, there won’t be miscommunications or excessive back and forth.

BACKGROUND

Introduce your business and what you do there.

I’m the director of marketing and communications for Harvey Building Products. We are a manufacturer and distributor of exterior building products. Our company is expanding from the North-East to the Mid-Atlantic and further West.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Forge Worldwide?

For many years, we worked with a previous agency who didn’t provide us with adequate options for TV advertising, and we felt stuck.  We needed a different company to give us advertising assistance for developing and raising brand visibility. We approached Forge Worldwide to create a TV spot for us. Since we are experiencing significant growth, we hired them for an array of projects outside of the original scope. This expansion included redesigning our old site, developing digital our assets, and creating social media content for us.  

SOLUTION

What was the scope of their involvement?

Initially, we had them lay out the scope for the brand assets they were going to build. They began their work on the TV ads and other creative content. They defined the type of photography they planned to use for capturing our brand, and it included product photos and glamour shots.

In addition to that, they've completed an entire redesign of the site with UX design and performed customer research and testing before the launch. They also created video content for display on the frontend. After they completed the site, we were able to launch it. Their team also provided social media content as part of the rebranding. We are currently working on a live campaign with them that we expect will finish in November.

What is the team composition?

Because of the various projects in this collaboration, I’ve worked with 6–10 members of their team for different tasks. We worked with three different account managers and various members of their support staff. We’ve had a dedicated member from their creative team with us since the beginning.

How did you come to work with Forge Worldwide?

We sent an RFP to 10–12 Boston-based groups to see who would take the initiative to work on such a big project with us. Forge Worldwide blew us away with their excitement for our project; their response was unlike those from the other agencies who got back to us. They didn’t have preconceived notions about our industry and it was clear they were dedicated to helping us build our brand.

How much have you invested with them?

I’m unsure of the exact figure, but we’ve spent between $500,000 and $750,000 on their services so far.

What is the status of this engagement?

We started the project with Forge Worldwide in August 2014, and the work is ongoing.

RESULTS & FEEDBACK

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

Most of the metrics can’t be measured in numbers, but we’ve seen our search result rankings skyrocket after rolling out the new site. The site also has experienced lower bounce rates, increased traffic and engagement. Users have told us that the pages are easier to navigate and are more appealing.

How did Forge Worldwide perform from a project management standpoint?

I appreciate how well they communicate. We’ve been lucky to have a team like Forge Worldwide to work with. They’ve done a great job of getting to know our business, and they became a part of our company. They’ve invested the time to understand the nuances of our project.

What did you find most impressive about them?

I’ve had nothing short of an excellent relationship with them. What really stands out is how much they care about our business relationship. I can’t imagine working with any other agency because of how diligently Forge Worldwide is invested in accomplishing our mission. Their team is top-notch and has immense creative talent.

Are there any areas they could improve?

Although there has been a bit of turnover with our account reps through the years, Forge Worldwide handles in it the right way and communicates all changes to us. They always appointed a senior member to pick up the reigns and keep us in the loop.

BACKGROUND

Introduce your business and what you do there.

I am the VP of marketing at New Hampshire Motor Speedway, the largest racing facility in New England.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Forge Worldwide?

We worked with Forge Worldwide for a series of advertising and media buying projects.

SOLUTION

What was the scope of their involvement?

We believed that we would be better served in our advertising if we used a New England-based agency that could offer more of a boutique approach than the firms we had been using. After contracting with Forge Worldwide, we gave them the freedom to negotiate some of our current relationships, and we worked closely to develop other channels. We relied on them to produce some creative elements, but we also tasked them with media buying and media planning on TV, on the radio, and on digital platforms.

How did you come to work with Forge Worldwide?

Through a Clutch search for agencies in the Boston area, I identified 30 potential firms that I thought could offer a symbiotic relationship. After the RFP process, we narrowed the list to eight agencies and drove to Boston to meet with all of them. We wanted to give them an opportunity to learn more about us, and this was an opportunity for them to pitch us in person. We invited each of the teams to our September NASCAR Monster Energy Cup Series race to experience what we offer. We gave them tickets, campers—anything they needed to come to us to research our atmosphere. Forge Worldwide rented a camper and brought their team up to experience our site. We listened to each team’s ideas following that weekend, and we felt the most comfortable with Forge Worldwide.

What is the status of this engagement?

We first engaged them in the fall of 2017, but we started working together officially in January 2018. Our engagement remains ongoing.

RESULTS & FEEDBACK

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

Going into our summer race, our ticket sales were trending ahead of last year, which we were very pleased with. Unfortunately, it rained for several hours on race day, so I think we lost some walk-up traffic. It may be tough to measure the full results of Forge Worldwide’s work because we had some weather issues.

The weather problems aside, I am a big fan of how their team works together. We believe our product is a little more exciting than other brands, but it seemed like their whole office wanted to be involved in this project, and the founders do a great job of keeping everybody involved.

How did Forge Worldwide perform from a project management standpoint?

Our account manager is punctual, and the team is transparent about time constraints. They work well with within our feedback processes from our national governing body.

What did you find most impressive about them?

We appreciate their personal touch. They truly take an interest in what they’re working on. We invited them to our employee retreat to an indoor karting facility, and a few of their members came up to race with us for the day. Their level of involvement and dedication is refreshing.

Are there any areas they could improve?

No, I think we’ve developed a great relationship so far. I look forward to seeing how we grow together. It will be a continuous process of learning about each other and improving our methods.

Any advice for potential customers?

We’ve seen that if we invite Forge Worldwide into our world, they show up and they’re involved. I would recommend something similar for future clients. We also found it valuable to go meet them in their offices. The activity of their staff will give you a better understanding of who they are and how they operate.

BACKGROUND

Please describe your organization.

I work for Partners Continuing Care, which includes Spaulding Rehabilitation Network and Partners Healthcare at Home. These are organization that provides post-acute or non-acute care for patients within the Partners HealthCare system.

What is your position?

I am a senior director of communications for the Spaulding Rehabilitation Network.

OPPORTUNITY / CHALLENGE

What business challenge were you trying to address with Forge Worldwide?

We had several, but I would say the largest ones were improving our brand identity, and reputation awareness.

SOLUTION

Please describe the scope of their involvement in detail.

They provided research and guidance that helped us make some decisions on how we were going to market our organization within the larger Partners Network. From their perspective, they helped us streamline or extend the Spaulding brand on the Spaulding side of the service line. We had several inpatient and outpatient centers throughout the greater Massachusetts area that had been branded separate names because of previous owners. When we came together, we kept those names, but that quickly became confusing to the public. Forge helped us figure out the best way to unite our assets under one brand. Specific deliverables included brand architecture overhaul, brand statement and purpose, identity everything from logo and stationary to PowerPoints and fact sheets.

That was primarily their work with Spaulding. On the home care side, we had similar challenges – relatively unknown organization within a very competitive space, and had started to go to market with different sub-brands that were confusing to the overall story. Where Forge came in is, they provided guidance, leadership, and insight, but then research and recommended steps that, ultimately, were reviewed by our executive team.

How did you come to work with Forge Worldwide?

We had a very competitive process. I think we reached out to four vendors including Forge at the time. We selected the four vendors based on size and scope, to try to give us a different scale of what we could end up with as results. I think where Forge held a lead role was first a genuine interest in our business that was conveyed in several ways, during their presentation as well as on a personal level. They were clearly engaged and interested in helping us grow as a company.

I think almost more importantly was the innovative approach they took to figuring out how to update our brands in a holistic manner that went beyond simple brand collateral and brought us into the modern health care market.

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

It was several hundred thousand dollars.

RESULTS & FEEDBACK

What distinguishes Forge Worldwide from other providers?

Forge Worldwide demonstrated their interest in the business. They really showed their passion for helping our organization. That is maybe easy to do for a health care organization, but I've actually seen them display similar behavior or leadership with banks and other non-health care arenas as well. I feel they excel at honing in on the personal experience of the customer and ensuring that their interest always remains paramount. Other companies may demonstrate the same commitment, but I feel like their legacy has been that they've gone above and beyond. It was just a great relationship.

In hindsight, are there areas in which they could improve, or things you might do differently?

I'd say the relationship that was established, allowed for pretty honest feedback when necessary. The very few times that I've had to be in that position, it usually had to do with delays in deliverables. That happened very rarely.