What evidence can you share that demonstrates the impact of the engagement?
We’ve always had an internal struggle to quantify results numerically for any campaign. We don’t engage in too much direct marketing, so it’s more about the broader audience. Our creative has been very consistent and our brand is recognizable because of KHJ. That aspect of our collaboration has been great.
I’ve heard recognition from our lenders and branch managers out in the market. To this day, I still hear compliments on our website, even though it’s almost three years old. Our logo refresh was done in 2013 and it gave us a breath of fresh air. The biggest form of flattery is imitation, and we’ve seen other banks try to use similar look-and-feels or copy. It goes to show that we’re using top-notch resources.
How did KHJ Brand Activation perform from a project management standpoint?
They made sure we felt like their number-one client. We never had the impression that we weren’t getting the right attention or quality levels. I’m sure they have bigger clients, but we still feel like the most important one.
Every year, we go through an iteration of the next big thing. They sit with us and go through our strategy, actively listen, and help us get to the end-point of what to execute in the next year. We work closely on a day-to-day basis, have regular status calls, and the fact that we’re not in Boston has not been a problem. Phone, email and in-person meetings work fine and this is because of the employees on their team. They take things seriously, and, when they see a red flag, they have no problem getting in touch with us. If I’m out of the office, they have no problem finding me on my cell phone. From a project management standpoint, this is one of their strong suits, which is a tremendous help since it’s one we struggle with internally.
A recent example is the website redesign — there’s no way in which we could have juggled all those moving parts, as well as made final decisions. They helped us get to the final point, determining what made the most sense and making sure the project was done within the timeframe. They’re great at managing times and budgets.
What did you find most impressive about them?
It doesn’t seem that there’s a project for which they won’t have either the in-house resources or know of a resource we can tap into. They have someone who specializes in social media marketing, someone for websites, for digital, and so on. They are structured to ensure they have subject-matter experts in quite a few areas.
Are there any areas they could improve?
We’ve been with them for over 20 years, but I can’t think of anything. Not even the location is an issue.
Do you have any advice for future clients of theirs?
I haven’t had the chance to work with another agency to this depth before, but I wouldn’t change anything about our relationship with them. They are great at acting on things they pick up, they’re active listeners, hear what we’re trying to say, and articulate it.
My advice would be for clients to make sure they communicate clearly what projects to execute. We talk a lot with them in order to make sure things run smoothly.