We deliver predictable growth for our clients. For over 20 years we’ve helped high street and direct brands grow their businesses by using our proven solutions that improve marketing ROI, grow customer bases and increase sales online and in store.
It costs between 5 and 15 times as much to acquire a new customer as it does to retain an existing one. We therefore place emphasis on customer retention strategies through a combination of delivering exceptional customer experiences and innovative loyalty programmes. Our experience has proven this has a significant impact on business growth.
Our expertise in insights, customer engagement and technology, means we have a holistic view to the customer experience. We deliver seamless customer journeys for our clients’ customers – measured at every point – which means we can continuously learn and optimise at speed. We use data and insight to understand who your customers are and how they respond to your sales channels and can do this on an individual basis which enables us to unearth opportunities at a granular level.
We’ve worked with some of the great and the good worldwide in retail, travel, manufacturing and financial services and have found that our expertise and technology can be easily transferrable across sectors. The principles of a solid strategy remain the same.
We are committed to providing excellence to our clients and do so by committing to these guiding principles:
Commitment to results
Our data-driven approach means we can predict outcomes and therefore assure our clients that every pound spent is spent wisely. We are passionately committed to delivering results for our clients by helping them meet their business objectives and KPIs. Whether that be delivering a better marketing ROI, improving onsite conversion or increasing the size of your customer database, we’ll make sure we’re as committed to your goals as you are.
Putting the customer at the heart
We take an omnichannel approach meaning we start with the customer first. This customer-first strategy supports our ethos that happy and engaged customers, who enjoy an exceptional customer experience, will ultimately lead to greater business growth. Our Response Works platform helps to bring channels together so they can be managed simultaneously – ensuring unified messaging across channels with the right message delivered at the right time.
Paid Upon Results
We have perfected our craft, building not just expertise but technology to resolve the most complex customer journey optimisation challenges. For this reason, wherever possible we will operate on the basis of being paid upon results. So you can have faith that your expenditure will deliver you a return on your investment.
Measure and challenge the status quo
Data and insights are central to our approach. We have developed a process that enables us to measure and interrogate each stage of the customer journey. We use this as the basis of our strategic thinking to highlight areas of improvement and enhance business results.
Customer & Needs
Receive & Use
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.
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.
Head of E-Commerce
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.
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.
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.
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.
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.
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.
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.
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.
Over 20 years of multichannel & eCommerce experience
Proven credentials in business growth
Cost effective solutions utilising existing technology