ositive experience

Why does customer experience matter

A recent report from the Data & Marketing Association suggested that 62% of consumers who switched brand in the past 12 months did so because brands successfully attracted them, rather than…

… bad customer experience pushing them away

At first glance this statistic may lead many to believe that the delivery of poor customer experience doesn’t really matter; after all, the customers did not leave as a result of it.  Wrong!  These customers may not have been pushed away but they were certainly left susceptible to the advances of another company and essentially that’s kind of the same thing.  The end result is certainly the same – lost business and lost revenue.

Whether it’s a question of pushing or pulling, at RDZ PR we are great believers in the provision of an excellent customer experience.  Not only does it increase the chances of gaining new business through referral (a very valuable route to new clients) it can also be a very important differentiator at a time when consumers have such a wide choice of providers to consider.

From a Marketing point of view these are interesting and challenging times we are living in. Here are just a few reasons why:

    • Brand loyalty isn’t as strong as it once was and can no longer be relied upon to hold onto customers in the longer term
    • Availability of information has increased and so too has the ability of the public to learn more about companies, increasing the possibility of finding an affinity with (or, conversely, an objection to) brand activities
    • The digital transformation boom has changed consumer behaviour on many levels and traditional marketing strategies may not be sufficient to predict and react to trends quickly enough
    • Stagnation of wages has resulted in more selective, value-savvy consumers who have learned to make income and budget go farther by shopping around for both small and large scale purchases
    • Price comparisons, availability- checking and product reviews are the norm and consumers can now ‘self-serve’ instantly seeing if they could get a better product or service elsewhere for a lower price

Providing a reliable and good experience for customers gives a level of stability for both parties.  It’s a great foundation from which to build a successful, ethical business and develop a positive company culture to attract and retain great staff (perhaps the greatest challenge facing companies today).  Being treated well commands a level of respect from the customer too and sets a very high bar for those wishing to steal them away.  They may have choice, they may have the tools and incentive to research alternatives, but they will need to find something pretty darned good in another offer to tempt them away from the high service levels they’ve come to expect from you.

Just as any great warrior in times gone by, today’s triumphant marketeer needs to have a sharp sword to advance (a well-planned marketing strategy) and a trusty shield for protection (an unblemished record of good customer experience).  It may not literally be a battlefield out there but, when it comes to client retention, it can often come pretty close to feeling like one!

If you would like some reinforcement when it comes to service excellence, then get in touch with RDZ PR today.  We can help you build and protect the kind of reputation that wins and keeps business.

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Rachel Hargrave

Rachel has over 30 years of local, regional, national and international communications experience and expertise across a wide variety of clients including FTSE 100 companies, SMEs, micro businesses and start-ups. She also has extensive charity, Not-For-Profit and Community Interest Company experience and happily offers clients working in these areas a 50% discount on all RDZ PR rates.

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Dean The Art Wizard.  www.laserengravinggifts.co.uk

Rachel is fantastic at what she does.  She is able to help you define your ambitions, develop your goals and help you grow your ideas to the stage you’re 100% happy with.  Throughout my own journey her encouragement has enabled me to really go for my dreams!  After talking to Rach I discovered the one-thing that I want to do in my life which has not yet been fulfilled.  Rach’s support has helped me believe in myself again.  Due to Rach’s assistance, we have now almost completed my very first press release which is the start of my audience growing strategy.  This will, in turn, enable me to work towards my key goal.   I look forward to continuing working with Rach in the future although I do realise I do take a lot of time up of her time!  However, I feel she also gets a real sense of satisfaction from assisting people to really go for their goals in life.   Without doubt I would highly recommend Rach and I would be happy to speak with anyone interested in using her PR services. 

Sangeeta Patel, Joint CEO, Reaching People

Rachel provided us with a day of free support in association with the LLEP programme. Despite it being ‘free’ Rachels support was professional and dedicated. We received a full day of practical support including a discussion to fully understand our organisation, an assessment of our need, the production of a communications and marketing plan that was realistic, manageable and practical aimed at helping us move ahead on the communications front and, ultimately, with our organisational objectives. Rachel achieved so much in the time she had including writing and issuing a press release that appeared in the Leicester Mercury, wording for our website homepage and a letter to go with our membership pack. She also shared her hints and tips about social media, her press contacts and she connected me with a potential Reaching People member! In all it was an invaluable experience. Thank you, Rachel for giving up your time to help us.

Heather Johnson, Botanical Artist & Stationery Designer

I went on one of Rachel’s introduction to PR workshops and it was fantastic. She covered absolutely everything, explained it all in an understandable way and didn’t try to sell anything. She gave as much information as possible, answered all questions and she was just lovely. I would highly recommend Rachel for anything to do with PR and won’t hesitate to use her services in the future.

Ravi Summan

I was introduced to Rachel by an executive coach. My requirements were to provide quality, simple to understand content to engage with my target market and generate new customer enquiries in health and wellbeing. From my first discussion with Rachel, it was clear that she had the skills and empathy to provide a service to support the growth of my business. Rachel’s content writing and editing is very effective and her diligence ensures the right message is articulated. It is no surprise to me she has a strong track record of helping entrepreneurs and businesses of all sizes support their growth. Aside from her professional competencies, Rachel genuinely cares about people and working with her allows you to focus on your core business. For those who are new to building their own business or employed by a large corporate, you will get value and authenticity from Rachel’s content and PR services.

Jayne McIntosh, Director, Air Aesthetics Health & Wellness Clinics

I met with Rachel and was instantly impressed with her warmth, enthusiasm and ability to understand the key issues being faced. She took time to clarity objectives and the key tasks required. A quick study she was able to pinpoint the brand tone of voice accurately. Rachel’s’ copy writing skills have been excellent. She has written for my business website, advertorial pages in lifestyle magazine and has also written first class responses to awards entries which are curtailed in length. Rachel is just really, really good!

Victoria Curtis, Company Secretary, Mono Roofing Ltd

Rachel came to provide our company with an appraisal for the company PR, and we learnt an awful lot! Rachel taught us how to make the most of our marketing and advertising and how to make it work for us, to get the client’s we really want. Rachel has provided our company with a plan to follow, and we are gradually implementing these procedures, and we know that in doing so, it will really raise the profile of our company and get us the work we want. I would definitely recommend Rachel to manage your company’s PR.

Trusha Lakhani, MD, Great Business Matters t/a Trusha Lakhani

Rachel Hargrave is one of the best PR experts that I have met. She not only understands the best awards for her clients but also how to make the most of the opportunity for the client’s personality. Put simply Rachel gets people. She understands her clients and their goals and is with you all the way. I highly recommend Rachel Hargrave and The Awards people and RDZ PR.

Paul Gerrard, MD, Gerrard Cranes

Rachel and I met yesterday to discuss my existing marketing and options for how we can improve and develop the strategy for my business. It’s very clear that Rachel has vast amounts of experience, knowledge, ability and some great contacts to achieve some amazing results. If you need some professional guidance with PR/awards/marketing then I’d highly recommend you get in touch with Rachel and see how she can help you out.

Victoria Beale, CEO, Business Live Global

I’ve worked with Rachel for the past ten years on a variety of client projects and for my business also and the service we have received has been second to none, consistent and most importantly delivers RESULTS. I would have no hesitation recommending RDZ PR to my customers and Business Live Network. Thanks Rach! Here’s to another ten years and more!

Mark Esho MBE, Easy Internet Services, Easy Internet Solutions, Dreme, Access Rating CIC

Thanks for all the hard work you put into the PR work for our companies and subsequently the business award submissions. You made the whole process stress-free, and the quality of the submissions have resulted in the receipt of multiple business awards. Great work, Rachel.