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How OBI asks, listens, & delivers with LIFT

Image by A Chosen Soul

April 11, 2025

SMB

Americas

Executive Summary

OBI Creative implemented LIFT to improve client relationships and agency culture. This case study explores the challenges faced, the solutions provided by LIFT, and the resulting impact on the organization.


The Challenge

Before implementing LIFT, OBI Creative faced several challenges:

  • Challenges in executing the collection of data-driven insights about our agency’s customer experience.

  • Limited visibility into potential proactive adjustments to improve client relationships.

  • Challenges in identifying areas for personal and professional growth among team members.

  • Difficulty in quantifying the value of client relationships and their impact on revenue.

COMPANY

https://www.obicreative.com/


SIZE

11-50


LOCATION

Americas


ABOUT

OBI Creative is a full-service marketing agency. With a team of 40 employees, OBI is headquartered in Omaha, Nebraska. The agency is dedicated to delivering innovative solutions and exceptional results to their clients using their Ask, Listen, & Deliver framework.


Karisa Malchow

Vice President, Client Services - OBI Creative



The Solution

LIFT provided OBI with a platform to gather valuable feedback from clients and internal teams. Key benefits included:

  • Creating a practical and scalable process for gathering feedback from clients and team members that allows us to authentically live our ethos of Ask, Listen, & Deliver

  • The ability to address issues proactively before they escalated.

  • Coaching and development opportunities for team members.

  • Quantification of client relationship value, emphasizing the business impact of maintaining strong relationships.

  • Improved discernment in handling client feedback.


Results & Impact


Quantitative Results

As a team, we have been making progress in these areas. The Lift platform, using the platform has been essential to our progress in:

  • Driving client growth.

  • Improving employee retention.


Qualitative Results

Lift is a great tool to supplement our Ask, Listen, & Deliver framework and provides:

  • A platform that enables our agency to be client-focused.

  • Improved internal processes and happier client teams – demonstrating that we want feedback and we are listening.

  • Complementing our annual internal culture survey with more regular check-ins.

  • Empowered client leaders with better conversation tools and relationship analytics.

  • Implementation of a common language to discuss client relationship health.

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