• We enable you to hear your customer voices clearly, including those in vulnerable circumstances. By understanding the full customer experience, including needs and attitudes, you can begin to build loyalty and equity.

We hear the voice of your customers . . .

Customer experience is often understood to be a function of what customers “do, think and feel” when they interact with businesses or charities. Whilst many customer experience service providers focus on what customers do, we believe it’s essential to also understand what customers are thinking and feeling as well as what they’re doing.

Ignoring what your customers want from your products or services can damaging to your brand and revenue. While second guessing them means you may be off on a wild goose chase, solving problems that don’t even exist. If you can’t hear your customers' voices you are at risk of either or both of these mistakes.

Our work enables you to hear all your customers clearly, including those in vulnerable circumstances, so you can build loyalty and equity – through personalised, relevant and timely communication. Our experts will work with you to review the customer journey and identify the business challenges. We run customer experience audits to identify what’s most important to your customers before working with you to implement practical solutions that will improve customer engagement and experience. 

The inclusion of customers in vulnerable circumstances may seem unimportant but our experience shows that they can become your most loyal customers and biggest brand advocates.

We work with all kinds of organisations: B2B, B2C, not-for-profits and charities.

Improving your
Customer Experience begins with our FREE Discovery Session & Recommendations Report

We meet with you, at your offices or online, and, during what is usually a 2-hour meeting, we run a discovery session to understand your challenges and concerns. We’ll compile a report of our findings and recommendations. If what you read strikes a chord, then we’ll work together bringing the customers voices' into the discussions to find and implement solutions to move your business forward.

Understanding Vulnerability Workshops

  • Recognise how vulnerability may affect customer behaviour and impact your employees
  • Improve your understanding by tackling real-life scenarios
  • Discover how you can reasonably adjust products and service offerings for vulnerable customers

“Working with RBL was incredibly beneficial. They were able to respond to our needs very quickly, with a meticulous and considered approach. We were delighted to see our results improve with their involvement.”
Andrea Jones, Head of Direct Marketing, Sense

Elaine Lee is the best in the business! I worked with her on a multi-pronged fundraising project for our organization and her attention to the elaborate and detailed schedule ensured our transition between phases went beautifully. She was generous with her time and always available to solve issues, no matter how big or small. I hope to work with Ms. Lee again and would highly recommend her to anyone. Her outstanding expertise will ensure success for their fundraising programs as well.
Heather Foote, Direct Marketing Specialist, The Humane Society USA

“I was very impressed with the way RBL quickly got to grips with the issue at hand and developed actionable solutions.”
Ian Grant - Managing Director, Encyclopaedia Britannica

“I worked with Elaine and the RBL team for almost eight years and have always found them to be experts in their field and a pleasure to work with. Their commitment to our business was second to none and I wouldn’t hesitate to recommend the services of RBL –a team who understand customers and customer experience better than anyone else I’ve ever worked with."
Tazio Gagliardi, Managing Director, Donald Russell (Jan 2015 - Mar 2020)

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