Brand Experience

We believe in the power of the ‘360° brand experience’ – a continuous engagement with audiences that incorporates evaluating and enhancing all touchpoints a customer has with a brand. The starting point for this is having a clear sense of purpose, a meaningful brand identity and a strong understanding of customer needs and motivations, therefore a large part of this process is research and strategic development. There is a strong link between customer experience and brand loyalty – and consequently business growth – therefore this is increasingly becoming a business priority for most brands.

Brand Strategy

We combine insight, technology and creativity to power insightful brands that resonate.

Brands are about connecting people to the purpose of a business and provide a real means for differentiation and meaningful engagement. A successful brand strategy is more than just a logo, it is a set of brand values that are deeply entrenched in everything that a brand does. We bring brands to life and create deeper connections utilising a thorough understanding of customers, cultural insights and marketplace context.

Brand Strategy | Positioning | Identity & Naming | Brand Guidelines | Designed Experience

Campaign Strategy

We design strategic marketing campaigns to meet business objectives.

Using the brand strategy as a launchpad, we develop marketing strategies designed to meet our clients’ business objectives. We work closely with clients to develop a Go-To-Market plan inclusive of channel strategy, campaign creative and campaign KPIs. Across all touchpoints we ensure a consistent brand image to ensure a heightened sense of familiarity and relationship with the brand. Messaging is highly targeted, personalised and relevant to the stage in the customer journey – designed to resonate and drive action.

Channel Planning | Business Case Development | Creative Strategy | Campaign Creative | On & Offline Executions

Profiling & Personas

We leverage the power of customer insight to inform business strategy.

Customer profiling is a means of fully understanding who your customers are and what is important to them. We utilise geodemographic profiling tools such as Acorn or Mosaic to provide contextual information that enhances transactional data to provide a rounded and robust picture of a business’s customer. This insight can subsequently be built into personas that can be leveraged to develop marketing and business strategy and identify new acquisition opportunities.

Customer Insight | Customer Profiling | Persona Development | Geodemographic Profiling | Acquisition Strategies

Customer Engagement

We foster brand loyalty and growth through customer engagement

Customer engagement is strongly linked to business growth – highly engaged customers buy more, promote your business more and are more loyal customers. Gallup research shows that a fully engaged customer represents 23% more revenue than average. A well-executed customer engagement strategy that is designed to combine a quality customer experience with customer interaction should be an important part of any business strategy.

Strategy | Customer Experience | Brand | Content | Customer Communications

Customer Experience

We turn your customer experience into a competitive advantage.

Growth is much easier if you retain your customers. It costs you 8 times less to retain a customer than acquire a new one. By focusing on delighting your customers, profit should be a well-earned by-product. As the digital revolution has gained pace, customers have increasingly high expectations and expect more than just an easy, seamless experience. There is significant research demonstrating the link between customer experience, brand loyalty and business growth. We apply this knowledge to help brands gain a competitive advantage in their sector. It’s incredibly easy to lose a customer, therefore tracking combined with a strategic contact strategy is imperative to drive repeat business and brand loyalty.

Customer Journey Mapping | Customer Value Proposition | CX Measurement | Brand Strategy | UX

Customer Journey Mapping

We drive business growth by designing customer experiences driven by insight

We use Customer Journey Mapping to get a deeper understanding of the end-to-end experience a customer encounters. It helps to identify customer pain points, define what customers need at each stage and identify opportunities to provide an experience above and beyond expectations. As our ethos is based on using data and insights to drive decision-making, we aim to make each stage of the customer journey measurable and put KPIs against them to track improvements.

User Experience

We use insight and intelligence to create inspiring user experiences

We apply user-centred design techniques to ensure the functionality, features and aesthetics of a website meet the needs of users and ensure their experience is seamless. We track and measure all parts of the digital customer journey and optimise to improve conversion and increase sales. Optimising your website to improve conversion can make a significant impact on overall sales in a short space of time.

User Experience | Conversion Rate Optimisation | User Interface | User Research | A/B Testing

Our rewards loyalty programme has been key to sustaining our customer engagement and growth, however it has been overly driven by a costly mailing. A differing strategy that uses Redfish’s loyalty app is allowing us to reduce our dependency on mailings and acquire new customers digitally. The loyalty app has engaged both our older and younger customer base, delivering better responses than any other media and with a great ROI. It is proving to be central to our business transformation.

Nick Haydon

Garden Centre Managing Director
Fakenham Garden Centre

Over the last seven years Redfish Group have helped us develop and build our online business from 7% of sales to just over 50%. Their robust, innovative and service orientated approach has been critical to our success.

Craig Elwell

Head of E-Commerce
Express Gifts

Mike is the owner of Redfish a dedicated online marketing and systems integration firm. He is probably the best online marketeer I have come across. Extremely commercial rather than flowery and knows his stuff.

Trevor Parker

CEO Planet X & Seneca Partners Investment Board member

Within only 6 months of introducing Loyalty we grew the database at our new Bexleyheath store to over 20,000 and loyalty customers at our flagship store Elys contributed to more than 40% of sales. These results would not have been possible without the Redfish Group and their technology. They have supported us with the development and implementation of loyalty, marketing campaigns and enabled more effective use of our marketing budget.

Ross Cartwright

Buying & Marketing Director
Morleys Stores Group

Our first project with Redfish Group was to commission a consumer usability test. The unique approach taken by Redfish Group to the application of analytics, focus groups and online shopping expertise allowed us to see how we can improve the performance of our web site – the recommendations implemented to date have shown a definite increase in conversion. We intend to continue working with Redfish Group as we continue to improve the performance of our website - they are a great team.

Vicki Owen

Marketing Director
Cotswold Outdoor

We used Response Works to meet the demanding business of online conveyancing. The platform, which was proven in the retail sector, was adapted to our needs including an automated capability to prioritise calls, personalised email follow ups and intelligent chat. These bespoke features have enabled us to respond to growing online demand without increasing costs and convert more leads to contract. The team have been highly responsive and adaptive to our needs, providing us with a great customer experience.

Neal Preece

eCommerce Director
My Home Move Conveyancing

Response Works enabled us to measure, track and analyse the response to our New Look marketing programme. This level of insight was invaluable enabling us to tailor our marketing approach to deliver the best result possible. Our initial investment was recovered within months and we know that our customers are now shopping more frequently increasing their overall contribution to the business significantly.

Natalie Sabel

Digital & Loyalty Marketing Manager
Landmark Group- New Look

The Redfish Teams ‘best practice’ approach has enabled us to not only improve our brand perception but through great design increased our conversion rate and enabling us, through their Shopify expertise, to set us on a course of becoming an international brand. Definitely recommend them.

Toby Brittain

Managing Director
Whites Beaconsfield

The Customer Experience (CX) ‘first’ approach taken by Redfish Group meant that within three months of taking ownership for our advertising, improvements had been made to the site that resulted in conversion increasing by circa 20% and though optimisation and focus improved ROIs of PPC and Organic reducing CPAs to an even greater degree. Moreover, within the next six months they had increased sales by 37% to the highest levels that had ever been achieved.
Very focussed and delivered what they had promised. I cannot speak more highly of them.

Tom Horton

Managing Director
The Insurance Surgery

The robust approach taken by Redfish Group to improving our organic rankings and turnaround the profitability of our Paid Search advertising has meant we have more than doubled our leads within a 6-month period. Don’t be fooled into selecting an agency based upon what they have done for others, select an agency based upon promises they make for you. Very responsive and highly recommended.

Dan Fallows

Managing Director
Gorilla Accounting