Generate Revenue & Build Loyalty


Posts Tagged ‘affinity marketing’

Good Service Makes All The Difference

Thursday, November 11th, 2010

How many times have you come off a phone call, left a shop, or finished reading an email, and thought ‘Wow! What great customer service!’?

Not many, I’d guess.

Real noteworthy service has unfortunately become the exception rather than the norm. That’s why it can make all the difference in highly competitive markets. In fact, the U.S Chamber of Commerce estimates that 68% of customers who leave a company do so because they feel undervalued.

Clearly, the way you treat your customers has a huge bearing on the loyalty they show to your business in the long term.

Sadly, many companies forget this, especially during difficult economic times. When faced with a recession, businesses tend to prioritise sales over customer service, regarding their sales department as the arm of the business that brings in revenue, while customer service is seen as non-profit making, and therefore expendable.

The problem with this approach is that it ignores the vital role that customer service plays in generating continued consumer loyalty, and, as a result, revenue.

Concentrating on sales may bring in more revenue in the short term, but if you lack the resources to service these new customers correctly, they probably won’t stay with you for very long. Furthermore, existing customers may feel undervalued and subsequently move to your competitors, forcing you to put even more costs and resources into customer acquisition to replace them.

Business research company Gartner estimates that it’s around five times as expensive to acquire a new customer than it is to retain an existing one, so it makes clear financial sense to concentrate your efforts on keeping the customers you already have. Happy customers also provide an invaluable asset in promoting your business through word of mouth, helping you increase revenue without increasing your acquisition costs.

Retaining customers does not have to be an expensive process, and there are several simple methods you can employ to keep customers happy and generate long-term loyalty.

Firstly, don’t make claims about your product that you can’t back up. You will only serve to heighten expectations to a level that you cannot service, resulting in your customers feeling frustrated and disillusioned. Investing in the resources to ensure complaints or questions are quickly resolved is also hugely important. The longer it takes you to answer a customer’s query, the longer you give them to find an alternate company to do business with.

Simple acts like sending your existing customers rewards or incentives to shop with you again is a great way of generating sales and increasing loyalty. This can be done through regular email communication, creating another touch-point with your customers. Asking for feedback is also a great way to show your customers that their opinions matter to your business, and that you’re listening to their concerns. It also allows you to see your business through their eyes, so you can examine where your company is meeting expectations, and where it has potential to grow in the future.

First published in The Argus, 09/10/10

Rocket launch Privilege Savings Club with Sit-up Channels

Thursday, September 30th, 2010

The Rocket Marketing Group have created a brand new bespoke membership programme exclusively for sit-up channels – The Privilege Savings Club.

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The club has been fully branded in line with the look and feel of sit-up’s home shopping channels, and has been designed specifically for their viewers.

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10 Great UK Hotel Breaks this Autumn

Monday, September 13th, 2010

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The start of Autumn can be a pretty depressing time of year. The evenings begin to draw in, there is a definite chill in the air, and that two week break in the sun is soon just a distant memory as you settle back into the daily grind of work.

Sound familiar? If so, a short hotel break in the UK may be just what you need to beat the end of Summer blues, while providing a fantastic opportunity to see Britain’s Autumnal beauty in all its glory.

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Rocket Demonstrate Continued Growth as Turnover Exceeds £5m

Tuesday, July 20th, 2010

The Rocket Marketing Group have filed end of year results for 2009 showing an impressive 35% increase in turnover from £3.7m in 2008, to over £5m.

In a further year of terrific growth, Rocket’s pre-tax profits have also increased by 55%, proving that Rocket’s commitment to efficiency and business processes is reaping rewards.

Rocket has worked hard to expand on its success over the last three years, and has seen the results of new revenue partnerships with Living TV, Flying Brands and iSUBSCRiBE, as well as securing a further long-term deal with sit-up channels(more…)

New marketing avenues generate big increase in online revenue

Wednesday, June 30th, 2010

With VAT set to rise to 20% in 2011, the retail sector will welcome the news that online sales jumped by 22% in May, compared to 2009 levels.

The online market has become a key sector for businesses, in part due to the financial limitations imposed by the recession. Companies have found marketing and selling their products online to be a very cost effective way of generating revenue and attracting customers, with the latest figures showing that shoppers spent £4.5bn online during May alone.

The research, conducted by the International Media Retail Group (IMRG) found that companies who utilised a range of sales channels had the most success. For example, retailers with both physical stores and online facilities saw year-on-year sales rise by 28%, compared with a rise of just 1% for online-only retailers. (more…)

The own goals of World Cup marketing

Thursday, June 17th, 2010

Brands have been queuing up to align themselves to the World Cup, as spending on marketing campaigns looks set to top over £1bn by the end of the tournament.

But is this money well spent? While promotional tie-ins have long since provided a golden opportunity for advertisers to tap into the public’s interest, it seems companies are ignoring basic marketing principles in their haste to capitalise on the tournament.

With this in mind, The Rocket Marketing Group present three examples of common ‘Own Goals’ to avoid when promoting your product during the World Cup. (more…)

Britons enjoy mouth-watering savings thanks to upturn in ‘discount dining’

Thursday, May 20th, 2010

One of the more positive trends to emerge from the recent recession is the advent of the discount dining culture. Where regular meals out used to be the preserve of the rich, it now seems that restaurants are opening their doors to a new breed of clientele who are only too happy to eat out once or twice a month, if there’s a discount involved.

Research from comparison website Moneysupermarket.com has revealed that restaurant vouchers are now the most popular of all vouchers claimed online, with diners saving an estimated £3bn in the last year alone.

The number of people in the UK eating out using vouchers has increased by 30% in the last year, with more and more restaurants offering discounts online and through loyalty clubs and reward programmes. With the number of people eating out once a month or more also increasing by 11%, it appears that the stigma of using a voucher to help pay for a meal may be a thing of the past. (more…)

Ash cloud chaos could have silver lining for UK tourism

Friday, April 23rd, 2010

As the UK’s airports begin to tentatively open their doors to the public following a week of travel chaos, experts are beginning to calculate the cost of unprecedented disruptions to British air travel.

While it’s clear that the airlines have lost huge amounts of money (around £1.1bn according to the International Air Transport Association), the cost to British tourism may yet prove to be negligible.

In fact, many industry experts believe the UK’s visitor economy may actually benefit in the long term, as the delays, cost, and discomfort suffered by stranded holiday makers may cause people to think twice about holidaying abroad in the future. (more…)

Rocket partners benefit from spike in revenue

Wednesday, March 17th, 2010

Companies throughout the UK are reaping the benefit of partnerships with Rocket Marketing. Both Butlins and Haven have reported a substantial increase in revenue at the start of 2010 having joined with Rocket to offer customers up to 50% off the price of their holidays.

Butlins have seen an extra 155 bookings as a result of the promotion, which has generated over £67,000 worth of income since they became part of The Big Savings Club in October 2009. Haven’s involvement with Rocket has resulted in an additional 34 bookings being made to its parks in the first two months of 2010, generating over £9000 worth of revenue. The company has also seen an increase in web traffic to its site following the implementation of its promotion with Rocket. (more…)

Hometown Heroes – Brighton’s ‘The Argus’ profiles Rocket

Wednesday, February 24th, 2010

As published in The Argus, Tuesday, February 23rd , 2010

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