We recently connected with Nicole Morgan and have shared our conversation below.

Nicole, thanks for taking the time to share your stories with us today One of the most important things we can do as business owners is ensure that our customers feel appreciated. What’s something you’ve done or seen a business owner do to help a customer feel valued?

As a PR and Marketing agency, the bar is high to create unique experiences and show our clients how much we appreciate them. The challenge is that we want to do something that stands out and not just be another bottle of wine on their desk or box of chocolates during the holidays.

Over the years, we have offered many “surprise and delight” situations. We’ve delivered breakfast to clients’ offices on the first week after a long holiday, gifted custom boxes with locally-made goodies and even surprised clients on a hot summer day with gourmet popsicles. However, my favorite client appreciation event has been a company-sponsored night at Tulsa Ballet’s Nutcracker performance for our clients and their families, which includes an exclusive reception at intermission. The event not only gives us a chance to form deeper relationships, but it also supports a local arts organization. We recently did this for the third year in a row, and we had over 100 people attend!

Nicole, love having you share your insights with us. Before we ask you more questions, maybe you can take a moment to introduce yourself to our readers who might have missed our earlier conversations?

I’ve been working in the PR and marketing industry for 20 years and took the leap to found my own firm 11 years ago. Resolute is an integrated agency that boldly centers our work on the future of Tulsa. Our team works to amplify organizations and community leaders that are a part of the momentum in our region through strategic PR, digital marketing and creative campaigns. We also invest heavily in continual training and employee wellbeing to ensure we can bring the latest trends and our best selves to our work.

It’s been an incredible journey for me as a business leader, and I’m so proud of the work Resolute has done. We’ve won over 30 industry awards, been named as one of the fastest growing companies in the world owned or led by Oklahoma State University alumni and one of Inc. Magazine’s Best Workplaces.

Any fun sales or marketing stories?

Coming out of the pandemic, companies across every industry seemed to struggle to hire and retain employees. Quiet quitting became a pandemic of its own, candidate pools were drying up, and companies were desperately offering massive incentive packages to attract employees. This got my gears turning. We could have the perfect marketing campaign to promote a business, but if a client didn’t have the people to create their product, then they would hit a wall.

This lightbulb moment spurred the creation of a new service area – workforce marketing. By teaming up with our clients’ HR departments, Resolute ensures an employer’s branding is competitive, current employees feel invested and open positions are targeted to candidates with the skills needed for the job. Our team spent significant resources to become an expert in the needs of today’s workforce, including commissioning our own survey of skilled workers to learn what they look for in a job, why they stay with an employer and what barriers exist to seeking employment.

We didn’t do any of this because a client asked us to. We saw a need, invested our own dollars and figured out how to solve the problem. Today, we’ve generated millions of impressions through highly targeted marketing campaigns to potential job seekers across the Midwest and helped businesses get smarter about how to retain top talent.

How’d you build such a strong reputation within your market?

The short answer is the best way to build your reputation is through great work. People want to be treated fairly, feel like they’re making a wise investment and enjoy the people they’re working with. When you have those things, there’s a trust that starts to develop, referrals are made and a positive reputation takes form. However, if that trust isn’t there, your reputation will come crashing down in an instant.

For Resolute, we work very hard to be bold and purposeful in the strategies that we recommend to our clients. If there isn’t a clear purpose behind what we’re doing, it’s not a good use of their money. We also want to inspire our clients to think bigger and be a source of creativity for them. We’ve won numerous awards for this approach, and clients talk positively about the work we do. It’s created a reputation and an expectation for what clients will get when they work with us.
Lastly, don’t underestimate the power of consistency. You want your customers to have the same positive experience, no matter who they work with in your organization. Defining the customer experience ensures everyone on the team is aligned and sending the same external messages.

Contact Info:

• Website: https://www.resolutepr.com
• Instagram: https://www.instagram.com/resolutepr/
• Facebook: https://www.facebook.com/resolutepr
• Linkedin: https://www.linkedin.com/company/resolute-pr/

Image Credits

Shane Bevel
Rip Stell