The advertising dream vs your customers' experience.

Bear & Hare and the loyalty gulf.

Rubuss

Last year, the advertising industry was worth over £160 billion.

Buy

me

An industry full of bright, creative, people dedicated to communicating to make people customers.

But what happens when people become customers?

How do you communicate to make them loyal AND reduce the costs of managing them?

Let’s take a look…

Bear & Hare - John Lewis’

Christmas campaign 2013

Inspiring. Emotional. Full of engagement.

So, you’d expect John Lewis to communicate with customers the same way. Yes?

How about this?

And this...

And this too...

Engaging?

Customer centric?

Easy to understand?

The right tone?

This is the loyalty gulf. It’s how you communicate with customers before and after they buy.

What do customers think?

✓ They think you don’t care, so they stray to competitors

✓ They get frustrated

✓ They don’t understand what you want them to do, so they get it wrong...

✓ ...so you have to fix it

✓ Worst of all, they stop trusting you.

What’s the impactfor you?

✓ It undermines everything you do to acquire new business

✓ Customers call you with questions and complain more

✓ It makes customers harder to deal with

✓ They get annoyed with you (and take it out on your customer services teams)

✓ Customers are less loyal and more vulnerable to being poached

So what can you do about it?

The good news is that it doesn’t take much to fix - yet it has a HUGE impact on loyalty and on your costs of customer management.

You already care about your customers, how they feel and how they interact with you - now you need to make sure your communication matches.

Start here...

1. Start with your customer: what do they need - and want - to

know?

2. Is your material customer-facing or internal-facing? Look at your

language - will customers understand?

3. User testing: can your customers use your material

easily? Have you asked them?

4. Your tone of voice: do you sound like a human being or the illegitimate lovechild of a robot

and the taxman?

5. Does your material look and sound like your brand - or your accounts department on a wet

Tuesday afternoon?

How can we help?

If you’re looking for more loyal customers at lower cost:

1. We evaluate your customer comms processes, rank them and recommend significant savings.

2. We transform your existing customer comms material for you.

3. We train your teams how to communicate so you become self-sufficient.

Rubuss

We make your customers loyal AND more cost-effective to manage by transforming customer communication from an overhead into a powerful asset.

Rubuss

Sound interesting? Get in touch.

01993 822524

contact@rubuss.com