What evidence can you share that demonstrates the impact of the engagement?
We saw incredible engagement, especially in the first couple of weeks—people were really excited about it and there were a lot of shares. There was massive participation both internally and externally, and it was well received by our member base. The KPI for us is downloads and shares, and we exceeded our previous campaigns and our expectations by four or five-fold.
The performance leveled off to the point where we could see a distinct pattern. It would go from X number of downloads every day for about two weeks, then drop off to around half of that and then to half of that. As a result, we used smaller marketing tactics to push the filter by putting it in our newsletter or promo emails.
We also addressed the drop off by asking Rugged to update the filter on a seasonal basis. We see increased performance whenever we articulate to our members that there’s a new way to participate in the filter.
How did Rugged Coastal perform from a project management standpoint?
RJ is fantastic. We speak all the time, even on nights and weekends. He’s quick to give me a call, answer my emails, or at the very least acknowledge the email. The communication is excellent.
There was a bit of a disconnect with their tracking system at the beginning as they use Amazon, and I initially found it difficult to see the downloads accurately. The system provided a rounded number. It would have been nicer to have something that showed exact metrics to provide to upper management.
Everything was delivered on time and impeccably, in the sense of how we asked for it to be. I appreciated their availability, attention to detail, and the general working relationship.
What did you find most impressive about them?
They’re very knowledgeable about UX and backend aspects. I have no technical background, so I let them take the reins and execute, which is very helpful. They did a great job managing expectations while providing expertize on what they’ve seen work well in the past.
Are there any areas they could improve?
The tracking capabilities could be a lot better if they implemented something like Google Analytics.
Also, there were a few moments where their judgment was clouded by their expertize. For example, if we asked them to make an edit and they didn’t agree with it, they wouldn’t hesitate to push back. I understand they want to guide us to the best possible solution, but there were times when I articulated that something was non-negotiable due to our upper management and we still received pushback.
Do you have any advice for potential customers?
Make sure the tracking metrics are in order so as not to miss out on any data.