Our Processes and Procedures

We want to make sure you are equipped to make educated decisions with your business investments. That’s why we have put together a list of questions we get from customers regarding our processes and procedures.

Can’t find what you’re looking for? Contact us today and get the answers you need. We’re happy to help!

What does the onboarding process look like for new marketing clients?

As a new client, you can rest assured that our on-boarding process is well thought out and seamless. You should expect an initial kickoff meeting to get the ball rolling. If you are local to Northwest Arkansas, this will happen in person. If you are a national client, this will be via video chat. During this call we will get to know the respective team members, set timelines, review goals, and go over our discovery process.

Glass Ivy’s discovery process spans over the course of approximately two weeks. During this time, we collaborate with our clients to answer the tough questions and understand the full spectrum of their business and target audience. We also do research during this time to understand competitors, industry trends, areas of weakness, areas of strength, and establish baseline metrics. 

After the discovery phase, we move into the legwork of the marketing engagement. We formulate a strategy, get client buy-in and approval, and set up our first phase of campaigns. Then the fun begins!

I have a dedicated marketing person but they need help in a specific area or prepping for a specific event/initiative. How can Glass Ivy’s team work well with my current staff?

Glass Ivy has a variety of service areas and engagement offerings that are focused on key facets of a marketing strategy. Therefore, we can work on a specific initiative that is in conjunction with or in support of your in-house marketing efforts. We are great communicators and good at collaborating with our clients. 

However, we will not act as facilitators to someone else’s strategy. Strategy is a key piece of what makes our marketing engagements a success. For that reason, we have to lead the charge on any initiative we step into.

What type of tools does Glass Ivy use?

Glass Ivy incorporates a variety of proprietary and third-party tools into our marketing engagements. We are well versed in Google’s suite of developer, search engine, and analytics tools and utilize those as needed. We also have other means for tracking brand visibility and search engine optimization.

If a client has no preferred vendor: We utilize WPEngine for hosting and website management, we utilize MailChimp for email campaigns, and we use Buffer for social media management.

What does the workflow look like for my marketing project?

Our general marketing project uses a process that includes: kickoff, discovery, strategic planning, approval, launching, monitoring, improving, and repeat.

Do I get to approve things before they go out?

We value our clients, their input, and their industry expertise. For that reason, we do allow for client approval with regards to campaign materials. Should you decide to incorporate an approval process, it is in part the client’s job to keep the campaign on track. If you take too long to approve, things won’t get shared. If things don’t get shared on schedule in accordance with the agreed upon strategy you will not get the results you seek.


Do I get to provide input throughout the process? Can I see things before the final version is presented?

Yes and yes. Throughout every engagement with Glass Ivy we will have regular meetings, calls, and other communications to get input and discuss progress. 

You will get to sign off on final iterations if you choose to do so.

What happens if I change my mind throughout the process?

We feel strongly about continuous improvement and rapid adjustments. Because of this, we are open to changing direction and trying new things throughout the process if it makes strategic sense or if goals are evolving. 

However, there is a limit. If something lies outside of the overarching strategy and does not coincide with the goals of the engagement then we will have to say “nope”. You are paying us to be experts, so trust us if we say things need to happen a certain way.

Can Glass Ivy help me with planning?

Not only will we help you with planning, we will handle it. We have a unique, carefully thought out process associated with every engagement. A key piece of that focuses on collaboration, research, and planning a strategy. We’ve got plans.

Can Glass Ivy help me with design?

We love good design. That’s why we have in-house graphic design experts that coordinate with our client projects. If you want something that is unique, custom designed, and looks amazing, we’re the right fit.

What does the support process look like if I need something changed or want to know how my ad is doing?

Glass Ivy prides itself on customer relationships. We generally will respond to all client inquiries within an hour, always within 24 hours or less. Additionally, we have regular check-ins and status updates with our clients during your engagement. This way, you know exactly where things are and how things are performing. 

Please note, marketing campaigns take time to see results roll in. If we don’t provide updates on a campaign right away, it’s because we are waiting to accurately gauge its performance. We aren’t going to guess.

Does it matter if we’re in a different time zone?

Within reason, different time zones are fine. We can coordinate with Pacific, Mountain, Central, and Eastern time zones without issue. If you are outside of those timezones, it may be tough. We aren’t a big team and have to be mindful of our work hours to optimally meet client needs.

What industries has Glass Ivy worked with before?

Amongst our team members, we have worked in a wide variety of industries. These include: Education, Technology, Finance, Beauty, Outdoors & Recreation, Food & Beverage, Hospitality, News, Retail, Non-Profits, Life-Coaching, Healthcare, Supply Chain, and Sports.

How quickly can the Glass Ivy team begin making an impact?

Websites, branding, and creating sales/marketing collateral materials take place quickly. Typically, these items are completed in a matter of weeks. Longer-term engagements require more research, strategic planning, and gradual build up to be successful. Because of this, we typically see measurable improvements within 3 months of working with a new client.

What type of communication tools does your team use?

For regular communication with clients we utilize email and phone calls. We also have the option to include clients in our Slack channel if necessary.

How often do you have progress meetings?

Since marketing engagements take time to produce measurable results, we like to plan for progress meetings on a monthly basis.

For larger projects or projects with quick iterations, we may require more frequent meetings.

How do you track conversions?

This ultimately depends on what is decided upon to count as a conversion. Are we counting a conversion when someone comes from an ad to a landing page? Are we counting a conversion when someone fills out a form? Are we counting a conversion once someone talks to a salesperson? 

Each type of conversion will be tracked differently. Ad conversions are tracked through their perspective channels (Social Platform or Search Engine). Form conversions are tracked through customer CRM systems (if in place) or tools like Mouseflow.

Can you use Google Analytics?

Yes, we are well versed in Google Analytics. We can add it to your website and leverage its data and tracking abilities during campaigns.

Lacey Gebo

Owner | LG Education & Salon lace.

Glass Ivy went above and beyond to design and create the perfect digital guide for my Online Course! They paid attention to all the small details and were very professional and easy to work with. They checked in weekly and made sure all my needs with the project were met. You’d be crazy not to hire Glass Ivy for all your digital marketing needs!

Lee Sharp

Director of Marketing | Unified A/R

I trust Glass Ivy to handle all of our marketing design work… email templates, digital, print, and website. The team at Glass Ivy is creative, skilled and super expeditious. In 20+ years of working with agencies, this is by far the most pleased I have ever been with an agency.

Rick Hargis

President & CEO | Member Service Corporation

Glass Ivy helps bring my ideas, and our client’s ideas, from concept to reality. Their professionalism and work quality exceeds expectations. Their creativity is top-notch and they always make my business feel like their number one customer.

Amy Hansen

Business Development | CyberCENTS

I definitely recommend the services offered by Glass Ivy. Over the course of three years, I worked with Glass Ivy on numerous projects. They are pleasant, professional, and always quick to respond. Whatever our marketing needs… Glass Ivy met them!

Brad Freeman

Founder & CEO | SourceClub LLC

Working with Glass Ivy has been a great experience. Their marketing process and knowledge has vastly improved our brand awareness and digital infrastructure. We’ve seen increased visibility and audience engagement since partnering with them. I would highly recommend Glass Ivy to any business looking to grow.

Logan Jones DDS

Owner & Dentist | Pea Ridge Dental

Our clinic used Glass Ivy to rebrand, design, and develop our new website. Working with their team was an enjoyable experience. They were knowledgable, friendly, and took the time to make sure everything was exactly how we wanted. If you’re looking for a Marketing Agency that cares about people and exceeds expectations, then Glass Ivy is for you.

Olivia Yeager

Owner | Olivia Blair Salon

Glass Ivy has helped me every step of the way as my business has grown over the years! They have built and edited websites for me in the past and most recently created magic with my logos and business cards for my Salon and team that help us stand out in our industry. Working with them is always so enjoyable. They value hard work and timeliness and have a way of making your business dreams come to life.


Let’s Work Together and Make Something Amazing.