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Here's what that means for your brand...
Anybody can get clicks, but the hard part is converting them into returning customers. That’s where a customer experience agency comes in.
Many businesses out there are wondering why their customers are not returning, or why visitors aren’t converting into new customers. With 25 years of experience behind us, we know that the only way to solve problems like this is by improving the experience you offer.
This approach should form the basis of every decision your eCommerce business makes, helping you leave the perfect first impression and convert users into customers.
Customer experience (CX) is the impression left on customers after every step they go through with your business – everything from brand messaging to website design and post-purchase interactions.
As a customer experience agency, we take an all-encompassing approach that maps out every customer touchpoint and looks to elevate, refine and revolutionise them.
From those who are just becoming aware of your brand to loyal, ardent customers who return time and time again, a CX-based approach ensures you leave a positive impression on every type of customer.
52% of customers will switch to a competitor if they get a negative impression of your business. If you don’t deliver the quality experience that customers demand today, they will turn to a business that can.
The term ‘customer experience’ encapsulates all of the actions your customers take with your business, whether they buy a product, subscribe to your newsletter, refer to their friends or back out and forget your business. Once a visitor or customer backs out from your business, it can be difficult to win them back, so it’s vital to get the customer experience spot-on the first time around.
According to our eCom 202X Report, 55% of eCommerce businesses say that the on-site experience matters most to customers, but barely 1 in 3 are investing in it. Be the business that acts on this demand and reaps the rewards.
We go beyond...
Having a brand story and communicating it through a rigid set of creative brand guidelines is no longer enough to attract new customers. Brands must deliver consistent messaging and experiences across all customer touchpoints.
Brave communicates value across all channels through price, exclusivity, delivery costs and exceptional creative content.
Beyond the Logo. Beyond the Typeface. Beyond the Colourways.
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Acquisition channels managed in isolation are effective to varying degrees. Some channels perform more efficiently than others, and this leads to decisions about where budgets are assigned.
In reality, brands must go Beyond the channel and look at a blended, omnichannel approach with centralised KPIs and a clear view of conversion attribution. After all, every channel leads to your website.
We leverage omnichannel opportunities – like retargeting across channels and creating engagement-triggered emails – to deliver a captivating experience, no matter the channel.
Beyond the Advert. Beyond the Search. Beyond the Email.
Traffic does not equal acquisition – anybody can get it, the hard part is converting it into value. When a potential customer visits your website, it’s the experience you provide that will define what happens next, and what happens in the future.
We excel in creating engaging experiences that meet customers at eye level and speak directly to their issues. We implement clear signposting and considered calls to action that nurture interest in the purchase, and we build trust that keeps customers coming back for more.
Beyond the Rankings. Beyond the Traffic. Beyond the First Conversion.
It’s much more efficient to unearth value from an existing customer than to focus solely on finding new ones. The more satisfied a customer is, the more likely they are to return – and engaging with customers post-purchase will provide further lifetime value.
We create personalised communications that make customers feel appreciated, encouraging them to make purchases and advocate for your company through word of mouth. The more effective this process is, the less you need to spend on customer acquisition; your existing customers will do the hard work for you.
Go Beyond the Purchase. Go Beyond the Email. Go Beyond the Review
Great-looking websites are par for the course nowadays. We expect a site to look modern. We expect it to load quickly. We expect it to work on any device. All of these things should be a given.
So what does it take to stand out? What will turn users into customers? The answer is simple: websites need to be built to serve the needs of the people using them. It’s no longer enough for them to simply look good – they need to function effortlessly.
We take each and every stage of the customer journey into consideration, delivering websites that work seamlessly and show customers what they want to see when they want to see it. The result is a website that delivers real long-term value.
Go Beyond the Design. Go Beyond the First Sale. Go Beyond the Here and Now.
No matter which industry you’re in or what your company does, conversions are always the end goal. Whether it’s making a purchase or reaching out for a quote, once a customer converts, your website has done its job.
Or has it? Conversions are great, but repeat conversions are even better. At Brave, we’re all about delivering long-term value. By focusing on customer relationship management and advocacy, we help brands retain customers, bringing them stability and bolstering their market reputation.
Go Beyond the Purchase. Go Beyond the Enquiry. Go Beyond the Quick Wins.
Branding / UX Design / UI Design / eCommerce Design / Digital Design / SEO / Paid Media / Email Marketing
Our Approach
We always start by identifying and outlining the needs of your business.
No matter which of our services you choose, our emphasis on discovery remains the same: the clearer our understanding of your goals, the sooner we’ll be able to get up to speed and start delivering results.
Once we understand exactly what it is you’re looking for, we move on to defining the solution.
If you have a specific goal in mind, it’s our job to work out how to accomplish it. Based on everything we learned during the discovery phase, we’ll suggest a combination of services which we feel would be best suited to your needs and budget.
With the solution agreed upon, it’s time for us to start planning the work in greater detail.
During this phase, we’ll start delving deeper into your business, analysing the competition and collaborating internally to put together a comprehensive strategy for the months ahead.
Don’t you just love it when a plan comes together? We certainly do.
This is one of the most exciting parts of the process. Once the strategy has been developed and approved, we can put the wheels in motion and begin working towards your goals directly.
Soon enough, we’ll start to see the results of our hard work.
Each month, you’ll be issued with a detailed report demonstrating the progress of your campaign. From time to time, we’ll revisit the strategy to make sure it’s aligned with your current goals – and that it’s delivering tangible results for your business. After all, the proof is in the pudding.
Customer experience goes beyond just advertising and promotions. It’s about creating a seamless journey for your customers across all touchpoints, from brand messaging to website design and post-purchase interactions.
Loyal customers are more valuable than new ones. We deliver personalised post-purchase communication to keep customers engaged and coming back for more.
Generating conversions is important, but establishing repeat business is even more so. We focus on customer relationship management and advocacy to retain customers and build brand loyalty.
Omnichannel marketing looks at all your acquisition channels (like search, social media and PPC ads) as a whole, not in isolation. We use this approach to deliver a captivating experience no matter how a customer reaches you.
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Our website projects start at a minimum of £35k and typically range all the way to £150k depending on scope and functionality. Now we’ve been upfront with how much a project can cost hopefully you can be with your budget…