TBH Creative

Introduce your business and what you do there.

I’m the business unit director for Primex Plastics.

What challenge were you trying to address with TBH Creative?

We needed to put a face to the brand of Primex Plastics in a web-based application where our customers could easily work and approach us through the web.

What was the scope of their involvement?

The website was built from scratch; our company has three different divisions, and they were able to work across those divisions to make sure that the brand messaging stayed consistent with our customer base. They did a lot of research about our current customer base and how we could engage with them more rapidly; they also helped guide us on the importance of how we approached our customer base.

TBH Creative also conducted focus groups, talked to our employees across all three divisions, spoke to community leaders, and had conversations with all the business stakeholders. They helped us create a new look and brand refresh that started with the website and transferred over to our technical data sheets, PowerPoint presentations, Google Ads, digital marketing, and email blasts.

TBH Creative provided the design and development for the website, and is offering maintenance and hosting services. The website uses WordPress, which allows us to quickly change information on our website if we need to. TBH Creative also trained our employees to use the website.

The site provides technical information about our products for our existing customers and is interactive to encourage new potential customers to make contact with us and start a conversation. 

TBH Creative provided digital marketing services on Facebook and LinkedIn and helped us create content templates. They’ve also managed our Google Ads and lead generation, and they helped write the script and messaging for outreach. 

What is the team composition?

We interact with Tatum (President & Marketing Strategist), and she usually has a team of 4–6 people working with her. 

How did you come to work with TBH Creative?

We put out an RFQ and looked at multiple companies, and TBH Creative was the company we thought best understood us and did the most research. We also liked their tenacity and thought they would have the ability to keep us on task. 

How much have you invested with them?

We invested around $250,000 with TBH Creative. 

What is the status of this engagement?

We worked together between January 2021–February 2022.

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

We’re currently ahead of the national average in click-throughs, and we’ve generated an additional $3 million in revenue from the website. We are planning on engaging them in other projects in the future. 

How did TBH Creative perform from a project management standpoint?

The communication was spectacular, and they managed three different divisions of our business and kept everyone on schedule and on time. They never took up more of our time than they initially said they would; we had a very tight timeline, and they kept us on schedule. We used Google Docs for everything and Microsoft teams for meetings and communication. 

What did you find most impressive about them?

Their communication and leadership skills were second to none. The partnership went very well, and they helped us improve our company. 

Are there any areas they could improve?

There’s nothing we can come up with. 

Do you have any advice for potential customers?

Let them take control and trust them.

This review was published on April 12th, 2022

Kayla Clevenger

Digital Marketing Coordinator, Primex Plastics Corporation

Manufacturing

1,001-5,000 Employees

Richmond, Indiana, United States

$50,000 to $199,999

Jan 2021 - Feb 2022

Project summary:

TBH Creative helped a custom plastic solutions provider to consolidate their three websites into one cohesive platform while still giving each business the prominence it needed to attract more customers.

Feedback summary:

Thanks to TBH Creative, the client noticed that users stayed on their website longer, visited more pages, and filled out more form submissions. They also booked a job resulting from a web lead, which was a significant improvement compared to their previous websites.

BACKGROUND

Please describe your company and your position there.

Primex is the largest plastic sheet extruder in the United States. Along with sheet extrusion, we have two color houses and a fabrication unit. Primex is the ultimate custom plastic solutions provider. I am the Digital Marketing Coordinator for Primex and the leader of the website project.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire TBH Creative, and what were your goals?

Primex had three separate websites - one for each business unit. Although we rebranded as One Company, our web presence was still fractured. We not only needed a refresh for our outdated websites, but we needed an outside company to help us figure out how to combine our three business units into one cohesive message and aesthetic, while still giving each the prominence on the site needed to attract business.

SOLUTION

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

When we were interviewing potential vendors, TBH stood out among the rest as a provider that would not only be able to provide the look we were trying to achieve but a true partner who would help us sift through all of our content and come up with our "voice". We also appreciated their approach of starting with content and messaging and then moving into design. It worked well for us.

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

We started this project by defining what we were looking for in the first phase of website building and then moved into working with TBH to discover what our current customers were looking for in our website.

After this, we started writing content and gathering photos. TBH did a design mock-up for approval and once we had all content created, we started the process of building. TBH took the time to teach us internally how to build pages and change/add content as needed. We then went through the process of testing and editing prior to launch.

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

• Tatum - Founder
• Katie - VP Ops
• Sarah - Marketing Manager
• Ed - Brand Design Strategist
• Pat - Web Designer
• Joy - Marketing & Content Specialist
• Lilly - Web & Marketing Assistant
• Kayleigh - Web Developer
• Kevin - Pay Per Click Manager

RESULTS & FEEDBACK

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

Our website launched on Feb 28, 2022 - so we don't have a ton of data yet. Users are staying on the site longer, visiting more pages, and filling out more form submissions. So far, we have won one job resulting from a web lead. This is a great improvement over our previous sites.

Describe their project management style, including communication tools and timeliness.

The TBH team was great at communicating exactly what they needed and expected from your team during the project. Whenever we had questions, they were quick to respond and always available for a call to discuss options. Katie, our project manager on the TBH side, helped me keep our internal team on task by sending weekly reports that outlined exactly what was happening with the project and all action items that needed completed with due dates.

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

There are web development companies all over the place that can create a "pretty" website. The difference with TBH is that they truly take the time to learn about your business and your customer base in order to help you make the decisions that are going to result in a website that works for you and delivers results. If you're looking for a company that will be a partner, look no further.

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

The only thing we feel could have been better now that the project is over and we understand what the end goals were would be the organization of the Google drive used to share documents, content, and photos from our team to the TBH team. In the beginning, we uploaded TONS of content including images and data sheets which ended up creating more work for us by having to sort through them. If we had understood what we would be doing with them later, I think we would have had it organized a little differently.

Star Ratings

Overall rating: 5

Quality: 5

Attention to detail and quality of work are outstanding.

Cost: 4.5

Schedule: 5

Always easy to get in touch with and available when needed.

Willing to refer: 5

Please describe your company and your position there.

Traders Point is a multi-site church in Indianapolis and with a growing online audience. I am the marketing & communications director.

For what projects/services did your company hire TBH Creative?

To strategize, re-design and develop a custom website on an entirely new technology platform. Ultimately, the website will help reach new people and more easily get them connected within the church. TBH Creative continues to assist us with strategizing and building other areas of the website, online marketing strategy and more.

What were your goals for this project?

Our goals were to create an easy-to-navigate and friction-free website that meets current design standards and is mobile friendly. The website had to be built on a new technology platform rolled out by our IT Department. And the site had to designed keeping our core audiences and their needs in mind.

How did you select this vendor?

We spoke with multiple vendors across the country, and TBH Creative came highly recommended to us. After several conversations with TBH Creative, we chose them because of their expertise in web development and online marketing, their excellent project management capabilities and the incredible value they provide, going above and beyond to make the project as successful as possible.

Describe the project and the services they provided in detail.

We had an initial project before the website project in which we sought to truly understand who our audience was and what their website needs were. Out of that research, we determined three audience personas the website would be built around.

From there, we were able to better scope the website development project. The project consisted of high-level strategy for the site, identifying technical requirements and key functionalities of the site, creating wireframes and high-fidelity designs and ongoing consulting work.

What was the team composition?

The project had about 5-6 people and their roles stayed consistent throughout the project. Our primary contacts were the president of TBH Creative, and the project manager. When it was necessary to talk through development specs or designs, we also would talk with developers.

Can you share any information that demonstrates the impact that this project has had on your business?

Out of the gate, it was clear the project was a success. Without any marketing work, the site started ranking higher in search engine results.

Also, immediately, people had a significantly improved experience with our website--not only could they find information, but it was also easier and more seamless for them to take the actions on the site we asked them to take.

Lastly, it also became immediately easier for our teams to manage the website, and opened up many more opportunities for us to more effectively leverage our website.

How was project management arranged and how effective was it?

Project management was extremely effective--deadlines were consistently met and communication was excellent throughout the project. We used a mix of tools to collaborate, including some of TBH's preferred tools, and some of our preferred tools. We worked well together.

What did you find most impressive about this company?

TBH expertly managed the project and could even pull together our internal teams to make the project a success.

Are there any areas for improvement?

We were happy with TBH's quality of work!

Please describe your company and your position there.

I am the real estate manager at the Salesforce Tower in Indianapolis, In. We manage a Class A building and serve our tenants by offering them premier amenities.

For what projects/services did your company hire TBH Creative?

We hired TBH Creative to assist us in finding the tools to better communicate to our tenants in a quick and efficient manner. Communication is very important so we are always looking for the latest technology to assist us.

What were your goals for this project?

Our goal was to have a better system for monthly communication and the means to communicate to all tenants quickly, not just the tenant contacts.

How did you select this vendor?

We selected TBH Creative based on their experience with customizing solutions to meet our needs. They have a reputation for meeting deadlines while being competitive through value-add, not just through pricing.

Describe the project and the services they provided in detail.

They delivered the ability for us to communicate monthly to our tenant contacts with a solution that was appropriate to a Class A tenant base. And, a solution that would give us the ability to communicate quickly to all 3000 tenants in our building. Communication is very important so we are always looking for the latest technology to assist us with this. TBH Creative customized these solutions to fit our business.

What was the team composition?

We worked with a project manager at TBH Creative along with other team members who gave attention to our needs from a development and design perspective.

Can you share any information that demonstrates the impact that this project has had on your business?

We are still in the implementation phase on our end even though the project is complete. We are working with all the tenants to sign up for the communication. However, it is going well.

How was project management arranged and how effective was it?

Our project manager was very organized and provided detailed scope of the project at the beginning. The communication and focus was very helpful for us to keep the project on task. We are very busy with other things and the PM at TBH Creative did a wonderful job assisting us so we could meet our goal.

What did you find most impressive about this company?

Their professionalism. They demonstrated knowledge and creativeness to find a solution that best fit us. Their attention to detail in asking the right questions to ensure they delivered to us exactly what we wanted.

Are there any areas for improvement?

In my experience, most tech companies do a poor job scoping the project. TBH not only lays out the scope, they detail what to expect during the engagement along with the parameters/assumptions. They did an excellent job!

Introduce your business and what you do there.

I’m the former CMO of Baker Hill, a FinTech company that provides software for loan origination and portfolio risk management for financial institutions.

What challenge were you trying to address with TBH Creative?

After a recent acquisition, our brand had fallen by the wayside. We needed help in rebuilding our brand guidelines, materials, collateral, and website.

What was the scope of their involvement?

TBH Creative has done everything with Baker Hill from branding to lead generation. They first help us identify our target market and define the user persona. After that, we got going with the visual work. TBH Creative built a brand-new website and logo. They established our brand guidelines to give us a consistent look and feel across all of our brand materials (which TBH Creative later developed as well). They created product sheets, go-to-market collateral, videos, and photos as well.

As the project went on, TBH Creative’s role expanded to include content marketing and copywriting. For example, they added a pillar page to our website so that users can find our high-quality, relevant content about a hot topic in our industry. They also worked with us to capture and engage with leads. TBH Creative helped build inbound marketing campaigns with Hubspot and engagement emails. They’re also managing our paid search engine marketing, such as Google Ads and ad-buying.

What is the team composition?

We worked with about six people at any given time.

How did you come to work with TBH Creative?

The interim CMO before me had already created a shortlist of three branding agencies that got handed off to me. I prefer to work with local agencies so that we can have in-person meetings if needed. TBH Creative was located near our offices. Their work on their website also showed solid skills in web development and hosting. 

I then met with Tatum (President / Founder, TBH Creative) and found that her team’s approach clicked with us. She asked smart questions and was quick to make recommendations instead of asking us what we thought we needed. It felt like a partnership from the get-go, so I ultimately decided on TBH Creative.

How much have you invested with them?

We spent between $300,000–$1 million.

What is the status of this engagement?

We started working together in May 2016. I left the company in September 2019, but I believe their collaboration with TBH Creative is still ongoing.

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

I no longer have access to the metrics of what TBH Creative has brought to Baker Hill, but I can say that their work positioned us as a fierce competitor in our industry. They helped generate leads that had a positive impact on our revenue. We saw excellent feedback about their quality of work and easiness to work with from our internal teams, market, and third parties such as our private equity owner. 

How did TBH Creative perform from a project management standpoint?

TBH Creative was very competent. They used Google Docs to track changes and make edits. I wasn’t in the weeds on day-to-day project management, but we never had an issue with their team as far as I know.

What did you find most impressive about them?

This may sound like a cliché, but TBH Creative really felt like an extension of our team. I never really saw them as a vendor that we would order around. They brought a lot of strategy as an ad agency.

Are there any areas they could improve?

With any company relationship, there’s a struggle on both sides to allocate the right amount of time and resources to a project while staying responsive and agile. Some of those challenges came from our side. I would say this about every agency I’ve ever worked with.

Any advice for potential customers?

Any client working with TBH Creative needs to commit to the work they want to do. TBH Creative isn’t what I would call an inexpensive agency, and they deliver excellent work if you treat them like a strategic partner. Moreover, trust the process. TBH Creative is very intentional in the steps they take and the discovery work they do. It sets the stage for a much better outcome.

Introduce your business and what you do there. 

I’m the director of marketing and community relations for Logansport Memorial Hospital. We’re an acute care hospital serving north central Indiana. I primarily work to promote the services that we offer and the physicians that are part of our affiliated network.

What challenge were you trying to address with TBH Creative? 

It started as a narrow relationship. When I first came on board, our website was outdated and nonfunctioning. We didn’t have anyone in-house with the capacity to get it fixed. We reached out to TBH Creative for a full website redesign.

What was the scope of their involvement? 

TBH Creative asked a lot of questions to be strategic about the design and then built us a new website. We use a content management system that they set up and designed for us. Once the site was built, we chose to partner with them for our digital marketing services going forward. 

They handle all of our SEO and digital paid advertising. They've helped us with content generation by ghostwriting blogs for us. They also create posts on our social platforms. We currently use HubSpot for email marketing. We previously used Constant Contact and MailChimp. TBH Creative helped us help us transition to each new service. Now we’re tying our email blasts to their digital marketing services through form submissions and cultivating users in their engagement journey. They use HubSpot to manage all of our digital marketing efforts.

What is the team composition?

We work mostly with Tatum (president and founder, TBH Creative). We also work with some of the members of her team, including the marketing manager and creative director. I've not had as much contact with the website developers.

How did you come to work with TBH Creative? 

We were connected to them through an advertising agency that we were using at the time. When we decided to expand the relationship beyond the website redevelopment, we pursued our own client relationship directly with TBH Creative. 

How much have you invested with them?

For all of our project work put together, we’ve spent between $200,000–$1,000,000. 

What is the status of this engagement? 

We started working together in 2011, and the engagement is ongoing.

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

Overall, the hospital has experienced growth, so we know that their initiatives have been successful. Traditional marketing tactics don't offer us a good ROI. We don’t have a way to track how we're engaging with the intended audience. I don't have the tools on my end to fully close the loop and know for sure that any given person became a patient. We just don't have the processes in place here at the hospital to capture that data. 

What TBH Creative has been able to do through their strategic approach has set us up for success. They ask the right questions and put a lot of careful thought and preparation into each project. We're very impressed.

How did TBH Creative perform from a project management standpoint? 

I really appreciate their project management as we’ve expanded our relationship and they’ve taken on more projects. They're quite diligent in keeping us on task. They recently implemented a weekly call to deliver updates and a progress report. They share with us the status of all items of the ongoing projects so that everyone is on the same page. We communicate often by email and updates can get lost in inboxes. Weekly calls make it easy for my team to know exactly where we stand. They articulate what pieces of each project are our responsibility and what pieces they own. It’s kept us on task and efficient. 

Tatum is excellent about providing ongoing analytics so that we can monitor our performance. The digital marketing world is massive and changes so quickly. It’s so helpful and valuable for us to have it broken down simply. I can use their analytics to inform marketing decisions that I make. I ask a lot of questions, but Tatum and her team are so responsive. They take the time to explain and help me understand what the data is saying. They use that data to inform the decisions they make with our dollars and the recommendations they make for changes we should consider.

What did you find most impressive about them?

TBH Creative guides us at every point in the process and every step along the way. It's always about the strategy behind why are we doing what we're doing. Will it generate ROI? How do we make sure that we're getting the most out of our efforts and our investment? They're always thinking about a way that works. 

Their biggest strength is Tatum’s attention to detail. She’s strategic about considering the big picture. She looks closely at each initiative and issue that we want to address. Then she helps us put the details and the processes in place to get us where we want to be.

Are there any areas they could improve? 

Honestly, nothing jumps out at me. I'm happy with the way the projects have been managed. There's room for improvement with everyone but no specific feedback that I can think of. I'm pleased with the outcomes of every project they've worked on. 

Do you have any advice for potential customers? 

Be open to their process and let them guide you. Tatum does a really good job serving as the initial point of contact. She’ll identify your needs upfront and lead you through the strategy. She asks thoughtful questions that will help you maximize the benefit from the relationship. She’ll also challenge your ideas and propose a better approach to the solution as needed.

Introduce your business and what you do there.

I’m an interactive media specialist for OrthoNebraska. We’re an orthopedic physician group practice and orthopedic hospital.

What challenge were you trying to address with TBH Creative?

We had just rebranded and combined the hospital and the physician group practice under one organization. However, we still had two separate websites. We engaged TBH Creative to create a combined site that is easy for patients to navigate, access information, and contact us.

What was the scope of their involvement?

For the discovery phase, TBH Creative analyzed recordings of in-person interviews that I performed with patients. They also conducted larger sample-size surveys. After that, the team designed wireframes and high-fidelity designs for the site. Once approved, they developed the site in WordPress with the custom functionality.

What is the team composition?

Tatum (President & Founder, TBH Creative) was my main point of contact. She led a team of at least six people.

How did you come to work with TBH Creative?

Another orthopedic group referred them to us.

How much have you invested with them?

We spent $150,000.

What is the status of this engagement?

We worked together from November 2017 – August 2018.

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

We measured how much patients engaged with the website. We specifically looked at those who requested appointments online and those who used our mobile click-to-call feature. Online appointment requests increased by 80%, exceeding our growth target of 50%, and mobile click-to-calls increased by 20%, which hit our metric goals perfectly. We’re highly pleased with these results and have a retainer contract with TBH Creative for maintenance services.

How did TBH Creative perform from a project management standpoint?

Our teams had weekly calls; we brought in key decision makers to provide updates and get approvals as needed. We used InVision to view wireframes and other design elements at the beginning of the project. We then used Trello towards the end to keep track of smaller items before the site’s launch. However, our primary communication tools were phone calls and emails. They moved through the project with high efficiency and organization.

What did you find most impressive about them?

TBH Creative asked excellent questions and wasn’t afraid to challenge our ideas with better solutions. I’ve worked with vendors that are more concerned with pleasing a client than doing the best work possible. The TBH Creative team provided suggestions in a professional and effective manner.

Are there any areas they could improve?

No, it was a hugely successful project. Any delays came from our side.

Any advice for potential customers?

Be open to their feedback and suggestions; they provide genuinely valuable insights.

Introduce your business and what you do there.

I’m the director of marketing for OrthoIndy, an orthopedic practice that also owns a hospital for orthopedic services.

What challenge were you trying to address with TBH Creative?

We needed to redesign our website and create a marketing strategy. Our previous partner had failed to do so effectively, so we needed a new firm.

What was the scope of their involvement?

TBH Creative improved our website by adding more direct calls to action and enhancing our request application form. They built the site in a custom CMS and our blog in WordPress, then integrated the two together. Once we launched, they began providing inbound marketing services through HubSpot. They currently help with SEO, Google Ads, and monthly maintenance. In total, they’ve worked on three different ad campaigns, including content creation.

What is the team composition?

We have one main point of contact.

How did you come to work with TBH Creative?

We identified a few potential partners online and made our chose based on budget restrictions. Our first partner didn’t do a good job, so we hired TBH Creative the second time around.

How much have you invested with them?

We’ve spent over $100,000.

What is the status of this engagement?

We’ve been working together since October 2016.

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

Before engaging with TBH Creative, we received around 200 online appointment requests a month—we’re now up to about 700 a month. They provide analytics we’ve never had before, and we’ve seen a huge increase in engagements on our website.

How did TBH Creative perform from a project management standpoint?

Their project management is amazing and one of their strongest qualities. They’re organized and consistently reporting progress. Their strategies are thought-out and comprehensive, and they work closely with our internal team. Documents are recorded in Google Docs to create a transparent workflow.

What did you find most impressive about them?

They make me feel like I’m their only client. They listen to my questions, research my industry, and provide solutions that are tailored to my needs. I’ve worked with many other web vendors who all just seemed focused on making a nice website, but TBH Creative focuses on bringing in more business by implementing effective strategies.

Are there any areas they could improve?

They should continue to expand their client base.

Do you have any advice for future clients of theirs?

Trust them. They’re knowledgeable in their field and easy to work with, so believe that they truly want to bring you more business.

Introduce your business and what you do there.

We are marketing directors at Franciscan Health, Franciscan Alliance’s healthcare division.

What challenge were you trying to address with TBH Creative?

Our old website was built on an archaic CMS platform, which made it hard to update, navigate, or view the site on a mobile device. After our foundation was given the autonomy to create its own digital space, we decided to transition to an enterprise model.

What was the scope of their involvement?

After migrating our website to Drupal 7, TBH Creative designed a campaign-themed with a modular layout. Prominent features include UI/UX optimization, seamless video playback, and a secure donation portal. Every web page features a link to the donor page. In addition to renovating the site, they trained our team on how to use the new CMS platform.

What is the team composition?

Their founder and president served as our primary contact, but we also interacted with one of their content writers quite frequently.

How did you come to work with TBH Creative?

They helped us with some extensive projects in the past, so we knew that they would be a perfect fit for a job of this magnitude.

What is the status of this engagement?

They started working on the website in September 2016, and they wrapped up development in February 2018.

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

Our previous website had an outdated design that was extremely difficult to navigate; fortunately, TBH Creative was able to clean up the UI for optimal UX. We’re also thrilled with the consistent marketing collateral that we’re able to create using their web designs.

How did TBH Creative perform from a project management standpoint?

Their team was very conscious of the timeline, but they were never too busy to answer our questions. We made several changes throughout the project, and they adjusted perfectly.

What did you find most impressive about them?

TBH Creative transformed our basic concept into an extraordinary website. They truly understood our goals.

Are there any areas they could improve?

While we continuously strive for more face time with our vendors, TBH is always great at accommodating our needs.

Do you have any advice for potential customers?

Initial planning is a vital component of a successful project. Being honest about challenges in the beginning prevents inconvenient obstacles in the end.

Introduce your business and what you do there.

I’m the founder and executive director of New Song Mission. We’re a nonprofit children’s home for at-risk teens in south-central Indiana.

What challenge were you trying to address with TBH Creative?

We engaged TBH Creative to update our website. We wanted the frontend to have a professional look and new functionalities for our gift supporters. The backend needed to be simple and navigable, allowing us to man the site ourselves.

What was the scope of their involvement?

Our teams first had a meeting together in person; we provided our vision while TBH Creative listened attentively and gathered information. We had a list of specific requirements: the site should have a contemporary and cutting-edge feel, the pages needed to tell our unique story in a particular way, and we wanted a gift receipt functionality for donors. We left the technical aspects and implementation up to TBH Creative. They then designed and developed the site.

What is the team composition?

We worked primarily with Tatum (President, TBH Creative) and another key team member.

How did you come to work with TBH Creative?

We found them through a referral in 2007, when they helped us perform a small redesign of our site.

What is the status of this engagement?

This project started in 2015, and TBH Creative continues to provide ongoing support and updates.

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

The new website has a professional look and feel and a highly navigable backend. It’s easy for us to manage our content and update our site in-house. The redesign has garnered positive feedback from major supporters; they note the polished look and feel in particular.

How did TBH Creative perform from a project management standpoint?

The team demonstrated professionalism from start to finish. They followed their timeline and kept us on task for our part of content development. They guided us with patient encouragement.

What did you find most impressive about them?

The team members at TBH Creative were excellent listeners; they paid close attention to our needs and asked the right questions to understand our scenario. As a result, they accomplished exactly what we wanted. Tatum, in particular, is highly knowledgeable and trustworthy. She led her team to success, producing outstanding work that met my exacting standards.

Are there any areas they could improve?

No, we were highly satisfied with their work. I feel that TBH Creative's process works well for them and that the team is aware of any areas of improvements that they might need to make.

Any advice for potential customers?

Before the initial meeting, make sure that the key members of your team agree on your goals and that you can articulate them as clearly as possible.

Introduce your business and what you do there.

I’m the vice-president of Kermans Flooring, the largest floor covering company for new home construction in the state of Indiana. I manage the retail side of the business which is smaller but valuable for visibility.

What challenge were you trying to address with TBH Creative?

We wanted a stronger retail presence as well as just greater awareness of who we are to help us build the business. Our first task was to develop a strong web presence but we realized we needed to develop a number of analytic tools to help us determine which way retail was going and market appropriately.

What was the scope of their involvement?

TBH Creative provide us with a wide range of services including web design, advertising, digital marketing, SEO, and social media. They developed our website and utilized keywords. They manage our social media including Facebook and Pinterest. They helped us target the sites that are most relevant to our line of business and linked between our social media accounts and website. They also set us up to use HubSpot and trained our sales force to utilize its various tools. Early on they created a video tour of our store to share on our website. We will likely do another version of the video as we change the store layout.

They help us define and adjust our strategy with the support of analytics. They created all of the metrics for us to be able to target specific audiences and they provide us with monthly reports. They set up tools for us like an online survey for customer feedback that our technical service department completes onsite with customers.

What is the team composition?

We work directly with the owner.

How did you come to work with TBH Creative?

A former manager introduced us to the owner. I’m not sure how he found her originally but it was likely through word of mouth.

How much have you invested with them?

We spend about $100,000 per year.

What is the status of this engagement?

We started working together in 2009 and it’s ongoing.

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

They’ve increased traffic to our site and increased led generation. Our walk-in traffic has seen the greatest increase. We get all the data that we need. They’ve not only helped us with a wide range of marketing and advertising mediums but also helped us to be more strategic in customer outreach.

How did TBH Creative perform from a project management standpoint?

They communicate via email and provide written reports to me so that I have everything in writing. We have a regular meeting to analyze monthly progress and what to expect in the coming month. From time to time we sit down to set goals for the next year.

My experience working with the owner is phenomenal. She’s always available. I’ve never had an issue when I reach out to her for a conversation or a meeting. She has a good staff working for her and we have a great relationship. Administratively, they’ve been outstanding. I couldn’t ask for more.

What did you find most impressive about them?

Our relationship with TBH Creative is personal. Their approach is not to just be a service provider but to be part of our company. We’ve succeeded because that’s the same type of relationship we have with our customers. They care about the growth of our company. They listen to me and we strategize together. The owner even suggested once that I speak with a sales consultant that she had also worked with in order to get advice about how to improve sales at every level of our company. She's always thinking about how we can get better at what we're doing and exchanging ideas that are helpful to us as a team. With that attitude, I’m sure they’ll succeed.

Are there any areas they could improve?

We haven’t spoken about it but I know that the owner is always looking for ways to grow her company. They need to continue to concentrate on the people they hire. She’ll have to consider how new hires can complement where she wants to go.

Do you have any advice for potential customers?

Any new client needs to be open about their expectations. TBH Creative will present their services but you should take advantage of their open approach. Sit down and have a dialogue with them about where your company is, what you’d like to achieve, and whether there’s a fit. Lots of people can offer you services but TBH Creative offers more than that. They want to be a part of your company, not just sell you tools. If that’s a fit, then you should get involved.