Super Crispy

BACKGROUND

Please describe your company and your position there.

We own three golf resorts in Los Cabos, Mexico and I am the Director of Golf for the three properties

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Super Crispy?

We were looking for high quality photos of our entire golf operation, including golf course, golf clubhouse, interiors, exteriors, banquets, events, etc.

SOLUTION

How did you select this vendor?

We interviewed 5 different vendors and we like their portfolio and experience the best.

Describe the scope of their work in detail.

They were hired to shoot high quality photos of our entire golf operation, including golf course, golf clubhouse, interiors, exteriors, banquets, events, etc.

What was the team composition?

I worked very closely with the three owners of the company. All of them were very involved, on-site and part of every step of the process.

RESULTS & FEEDBACK

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

They supplied us with fantastic photos of our golf operations for the three resorts and we now amazing photos to market and sell our facilities. We have seen a substantial increase in our business, since we began using the photos and the high quality of photos has allowed us to create marketing material that separates us from the competition. We have seen a huge increase in our group and banquet business and these photos and marketing materials have been the big reason why.

How effective was the workflow between your team and theirs?

They were very effective and they worked amazing with all of our team. We are three different resorts, with different head golf professionals, different F&B managers, different staff. They coordinated it wonderfully and made it a very enjoyable process!

What did you find most impressive about this company?

How well the three of the owners work together, share the same vision and most importantly, they delivered exactly what we were looking for. They understood our needs and over delivered!

Is there any area for improvement or anything that could have been done differently?

Nothing at all. I am excited to work with them in the future. The best experience I have ever had in my 27 years in the golf business!

BACKGROUND

Please describe your company and your position there.

Hospitality company with branded hotels (Marriott, Hilton) and boutique (non-branded hotels) within our portfolio. Additionally, we own and operate a marina, several restaurants, and a waterpark. I'm a partner at Duke Hospitality, and the President & COO

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Super Crispy, and what were your goals?

One of our boutique hotels had continued to see a decline in revenue while cost continued to increase. We had a very low conversation from our website and/or social media and the property had no real identity which I felt contributed to the continued decline in revenue.

SOLUTION

How did you select this vendor and what were the deciding factors?

One of the partners of Super Crispy had done a couple of small projects in the past for other organizations I had a relationship with so they made a referral. After several conversations/meetings with Super Crispy and a few of their competitors, we decided to move forward with Super Crispy.

Super Crispy had been the most responsive to our questions as we vetted different agencies, we felt they understood our vision and had unique ideas not only on branding the existing property but how we might expand and grow the brand to generate additional revenue.

Describe the scope of work in detail, including the project steps, key deliverables, and marking tools used.

This is not going to be a complete list by any means as I had an assistant at the time that handled the majority of the interactions and then I would join calls/meetings as needed.

• Project 1: Resort in the North Georgia Mountains

Deliverables included a new website that would drive more organic traffic, keep them on the site longer and convert at a higher rate than we had previously seen.

Develop a social media strategy/campaign to increase engagement.

Develop a brand identity for the property as a whole that included the resort, the marina, both restaurants as well as our seasonal floating waterpark. My assistant handled 90% of the daily/weekly interactions so I can’t speak to that process in great detail. I do however know we had a complete documented band and marketing strategy that included timelines, budgets and key deliverable.

Super Crispy finished the project on time, within our budget and the property has had its most profitable year since we purchased the property. I’m talking about an 40+% increase in revenue, 2+mins per page on our website, increased engagement on social media…and much more.

• Project 2: New Branded hotel development in Melbourne FL

We had hired already secured another agency to handle the marketing, website creation as well as any other branded collateral needed before Super Crispy had started working with us on our resort property. We had already paid this firm in full upfront, but they ended up not delivering on the backend.

The website the developed had Flash, if that tells you anything...I'm not a designer but I know that's dead and gone and 3 months from opening this other agency had not developed strategy for grand opening or any other events leading up to the grand opening.

So we decided since Super Crispy was doing such an amazing job at our resort we asked if they could come in and offer some support to get the website and social media pages up and running and give us some ideas on how to make the grand opening impactful.

After some discussion with the Super Crispy team, they presented us with a strong plan to get us through opening which included a new website, original content including photography and copy, as well as repositioning our existing ad buys and marketing strategy in regards to the local community and social media.

They delivered everything they promised and as a result we had an amazing first year surpassing our projected opening quarter revenue by 30% (and that was during Covid). Once the property was open and operating, we had to move our marketing inhouse to the brand as a requirement of our franchise agreement, but without them the property would have definitely been off to a very rocky start.

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

We worked directly with the partners of Super Crispy (Clark, Adam & Scott). Adam and Scott handle the content creation in regards to photography and copy as well as social media management and any items related to securing any 3rd party items like ad buys, etc.

Clark handled all of the brand creation, website design, and the overall structure in regards to laying out our strategy and then from an administrative standpoint keeping our team on track with the timeline.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

Please don't quote me on this, but based on what I can trace back in my emails from the very start of our resort project through completion:

• Website visit before Super Crispy: 105,000 visitors
• Website visits post-Super Crispy: 320,000+ visitors
• Conversion pre-Super Crispy: 21%
• Conversion post-Super Crispy: 55+%
• Ad buys pre-Super Crispy: 75% of our budget
• Ad buys post-Super Crispy: 40% of our budget
• 47% of our traffic is organic or direct.

We believe in spending money on ads but we noticed after the website was rebuilt and the brand awareness strategy was working, we just didn't need to spend the money we had previously on ad buys. Super Crispy did explain in the start of this project that we could expect this type of outcome, I just didn't think it would really happen.

How effective was the workflow between your team and theirs?

Since I didn't handle the daily interaction I can only say it had to be great because if there was a problem believe me I would have heard about it. I've only had positive feedback from our team, and just to be sure I asked a couple of property-level associates that would have been on the property during some of the photography, etc. and they all had positive interactions.

Our front desk supervisor at the resort said they did an amazing job communicating with her prior to photo shoots what rooms they needed access to, for how long, on what days.

She said they followed up several times before they arrived to ensure she didn't have any questions and that no changes needed to occur to accommodate potential guests, etc. she ended by saying.....if I could just get my staff to be that proactive and then to deliver my job would be so much easier.

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

I had one of the initial meetings with the Super Crispy team and my feedback to them starting out was, to be honest, and think outside the box. If we're doing something poorly that needs to change to benefit the brand and grow our revenue please speak up....there are no crazy ideas...and they did from the very start.

Their feedback was always done in a very positive and constructive way, but they really helped open our eyes to a lot of potential upsides with small improvements. For example, at that first meeting, Clark pointed out that when a guest goes to book a room on your existing website it takes them to a completely different experience.

That's not a positive experience for your guest, they feel either they've left your site and it's not safe or maybe the brand isn't what they envisioned and that's causing them to bounce at such a high rate. None of the other agencies pointed this out.

If they did notice they didn't mention it, I'm sure because they wouldn't want us to take that information and give it to the company we partnered with...but Super Crispy really wanted us to be successful and wanted to be our partner and it showed from the very start.

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

Not that I can think of. I know we had some confusion around payment terms and timing of payments but I think that was actually our fault for not communicating correctly with the accountants on the start dates of contracts.

BACKGROUND

Introduce your business and what you do there.

I am the chief visionary officer and co-founder of L.E.A.D. Center for Youth. Our mission is to empower youth through baseball to overcome societal obstacles to transform Atlanta, GA. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Super Crispy?

Super Crispy came in six years ago to help us validate the messaging around our Breaking Barriers ATL initiative and ensure that our target audience understands the program's civic engagement and commerce goals.  

SOLUTION

What was the scope of their involvement?

Super Crispy designed and developed content for a website. We had a discovery period where their team delved deep into our organization, mission, and overall goals. We had a photoshoot with our organization's community ambassadors as well. They then utilized their creative tools and their photographs to design the website. 

What is the team composition?

Clark (Partner and Creative Director) was our primary contact, and he also had two photographers working on the project. 

How did you come to work with Super Crispy?

We were at our youth center and Clark came into the building to inquire about our organization. He explained his business to me, which seemed like a great solution to the messaging challenges we were facing. 

How much have you invested with them?

We've invested around $20,000 with Super Crispy so far. 

What is the status of this engagement?

Our engagement began in October 2021, and it's ongoing. 

RESULTS & FEEDBACK

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

The website Super Crispy developed is a strong credibility piece that helps users understand how serious and vital our organization is for the community. Users can see the future that we're building with our programs. Now that our message is more precise, we've increased our number of donors and sponsorships. 

The website development was only phase one of our Breaking Barriers initiative. As we continue to grow, we'll keep working with Super Crispy to ensure our message continues to resonate with our supporters. 

How did Super Crispy perform from a project management standpoint?

Communication is essential to our partnership — we're constantly in contact via text messages, phone calls, and emails. We generally meet quarterly in person as well. 

What did you find most impressive about them?

Clark's curiosity about our organization has led to a high level of creativity in his work; all of the deliverables Clark presents are a home run and beyond what I'd ever expected. 

Are there any areas they could improve?

I can't think of anything for Super Crispy to improve. However, I am concerned about their small size impeding their workload capacity and quality because I expect them to grow since they're so successful. 

Do you have any advice for potential customers?

I'd advise customers to be engaged and open to answering more profound questions about their organization and company. If customers don't do that, Super Crispy can’t deliver the most innovative product they can. 

BACKGROUND

Please describe your company and your position there.

I am the President of an oil wholesale and distribution company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Super Crispy?

Our website was created several years ago. The existing site was dated and didn’t generate the online traffic we felt was necessary to effectively promote our business. We needed help with our branding.

SOLUTION

How did you select this vendor and what were the deciding factors?

We interviewed several web design and marketing companies but decided on Super Crispy because of their creativity and experience. They proved to have all aspects of the web design and marketing covered.

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

Super Crispy took the time to learn our business. Prior to starting the project they conducted multiple interviews gathering data on our company’s strengths and weaknesses which prepared them to produce an excellent product.

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

In total I worked with 3 different members of the Super Crispy team. I worked directly with the creative design artist, a marketing expert and the photographer.

RESULTS & FEEDBACK

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

We measured our online presence and activity before and after the project and the results were significant. We saw and continue to see a huge uptick in our website activity.

How effective was the workflow between your team and theirs?

The process of working with the Super Crispy team was very enjoyable. They offered flexibility which was extremely helpful and efficient for our busy staff.

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

I was blown away by the knowledge they had with website design and market presence. We learned so much during the project and our relationship with Super Crispy has made us a much stronger company.

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

I have no regrets at all regarding the project. We decided to be patient with the design team in order to allow enough time for them to provide an excellent result. Well worth it.