Creating and enhancing the customer experience
Acquisition, retention and advocacy rely on you being able to connect at an individual level with your customers - at both an emotional and practical level. Our digital communications services include web, email, SMS, social and mobile, so you can deliver the right message to the right audience at the right time. Whether you're looking for an end-to-end solution or just one part of the process, we'll be happy to partner with you to define, develop or enhance your existing digital marketing initiatives.
New Media Age has us listed as a Top 20 Full Service Digital Agency, and a Top 5 Design & Build Agency.
From visioning, strategy and design right through to fulfilment and ongoing customer service, we do it all. Our investment in technology and development means that we can provide you with robust programmes that will not only suit your business needs now, but also have the flexibility and capacity to accommodate your growth in the future. The important thing to know about us is that we don't just talk about customer loyalty – we make it happen.
From tactical offers to sophisticated reward and incentive programmes, we can help you embed brand knowledge, drive sales and build affinity and partnership with your channel. Delegated marketing helps you to maintain your global or national brand integrity while supporting local activity. And when it comes to the bigger picture, we can help you develop and implement your ongoing channel strategy for your benefit, and your customers'.
Delivering a truly excellent customer experience means much more than speedy service or having a well-presented store. Audits are useful, but ticks in boxes can only take you so far. Our mystery shopping and customer satisfaction surveys enable you to understand how your customers are feeling at every touchpoint. We'll make it easier for you to connect with your customers at every level, and to take complete ownership of their positive experience, using actionable information as the basis for continuous improvement.
We offer you meaningful insight that you can use to fuel engagement, as well as ongoing evidence you can use to continually improve customer relationships and drive advocacy. Our insight services include data insight, customer segmentation, predictive analysis and behavioural targeting.
Use our product recall and brand protection service for swift, efficient and harmonised communications between manufacturers, customers and the retail network. We track product ownership to ensure the right person is contacted about the right product, ensuring legal compliance and increasing customer satisfaction and brand engagement.