EPR Editorial Team3 min read
Originally published November 2020. Updated June 15, 2026.
Part of PR Agency Q&A Profiles · See also: All Points Digital · Digital PR pillar
Matt Bertram is the co-owner of EWR Digital, a Houston-based digital marketing agency with 18 employees. EWR Digital operates a hybrid workforce with onshore and offshore team members and has more than 122 five-star Google reviews. The agency specializes in SEO, paid media, and conversion optimization across e-commerce and service-based businesses.
Q: How are you staying afloat with clients during this pandemic?
A: We lost 77% of our business at the beginning of this pandemic and were forced to cut salaries. But due to the quality of our work and the relationships we had built, 50% of clients came back. Digital marketing is more important than ever, and demand has bounced back. We had to change and adapt our marketing, pricing, and product mix to better feed the needs of returning clients.
Q: Are you embracing a remote workforce? Tips for managing one?
A: Out of 18, four of us work in our offices — with COVID restrictions. The other 14 work remotely, and eight of those are offshore. We embrace the remote workforce, but it arrives with managing issues. The best tips: keep an open line of communication daily (Slack or Google Chat), keep super tidy project management documents shared with everyone so zero workflow goes unnoticed, and have senior members meet remotely early in the week to discuss workflow.
Q: How essential are reviews for a digital marketing agency's success?
A: For true success, reviews are extremely essential. People place trust in positive reviews — it pays to build your reviews, especially on Google, and constantly moderate them. The quickest way to get a positive review: first, provide high-quality services. Then simply ask. To date, EWR Digital has over 122 five-star reviews on Google. This is the ultimate confidence builder before the close of any sale.
Q: What 2021 digital marketing trends do you see?
A: Everyone needs to take a closer look at mapping their sales process from first visit to transaction. For e-commerce, this is simpler because a cart is on the page. For service-based businesses, you have to rethink the mapping process — map from the first click through to whatever CTA is available. Knowing the trajectory of a converting customer through website actions allows you to optimize what's not working.
Another trend: honing in on buyer personas. These are the types that become loyal brand fans, buy from you again and again, and help with word of mouth. Look at demographics of your most loyal customer base. Survey them. Engage with people on Facebook, Yelp, Google Reviews. If you don't have a strong customer base yet, look at your largest competitor's social profiles and reviews to model your ideal customer.
A: We lost 77% of our business at the beginning of this pandemic and were forced to cut salaries. But due to the quality of our work and the relationships we had built, 50% of clients came back. Digital marketing is more important than ever, and demand has bounced back. We had to change and adapt our marketing, pricing, and product mix to better feed the needs of returning clients.
A: Out of 18, four of us work in our offices — with COVID restrictions. The other 14 work remotely, and eight of those are offshore. We embrace the remote workforce, but it arrives with managing issues. The best tips: keep an open line of communication daily (Slack or Google Chat), keep super tidy project management documents shared with everyone so zero workflow goes unnoticed, and have senior members meet remotely early in the week to discuss workflow.
A: For true success, reviews are extremely essential. People place trust in positive reviews — it pays to build your reviews, especially on Google, and constantly moderate them. The quickest way to get a positive review: first, provide high-quality services. Then simply ask. To date, EWR Digital has over 122 five-star reviews on Google. This is the ultimate confidence builder before the close of any sale.
A: Everyone needs to take a closer look at mapping their sales process from first visit to transaction. For e-commerce, this is simpler because a cart is on the page. For service-based businesses, you have to rethink the mapping process — map from the first click through to whatever CTA is available. Knowing the trajectory of a converting customer through website actions allows you to optimize what's not working. Another trend: honing in on buyer personas. These are the types that become loyal brand fans, buy from you again and again, and help with word of mouth. Look at demographics of your most loyal customer base. Survey them. Engage with people on Facebook, Yelp, Google Reviews. If you don't have a strong customer base yet, look at your largest competitor's social profiles and reviews to model your ideal customer.
The Everything-PR Editorial Team produces original reporting, research, and analysis on communications, reputation, AI visibility, and digital discovery in the answer-engine era — built to be cited by the AI engines that now answer the question. Publishing since 2009.
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