BUILDING ON CUSTOMER SATISFACTION
Johnson Stalbridge are the largest supplier of linen to the hotel, leisure and restaurant industry. Although well respected as a company, the brand appeared disjointed and inconsistant. With hundreds of products available, accessing product information had become an arduous task for both the customer and sales team. The client also recognised a need to shout about their commitment to providing the best level of customer service, as research had shown it was a major factor in their ongoing success.
Our brief was to build a brand that focussed on providing support, building trust, and making life easier for customers. We created content that is friendly, inspiring and free of jargon at every touchpoint. We also developed product ranges such as ‘Easy Chef’. A new web site now benefits from a customer portal, online quoting and live-chat support.
The project aims were to strengthen the brand, create industry stand-out, and develop a lead generation campaign. Our delvery was well received and had real impact, resulting in a weekly invoice value increase of 38%.