• We don’t just offer theoretical solutions; we also advise on the practicalities of how multi-channel changes should be implemented to boost customer experience and engagement.

Hands-on, passionate experts

 

We are a team of senior marketing experts who solve customer conundrums in strategic, yet very practical ways. We understand the ins and outs of the real business world. Over the years, we’ve turned around many struggling organisations, by realigning them to the needs of all their customers. We don’t just offer theoretical solutions; we also advise on the practicalities of how multi-channel changes should be implemented to boost customer engagement and experience.

At RBL’s helm is Elaine Lee – with vast hands-on agency and client experience and a can-do attitude. Elaine is passionate about unearthing all customers’ needs, attitudes and emotions, and then using this valuable insight to help businesses serve them better. While theory underpins her expertise, her practical approach is valued most. She is an industry mover and shaker when it comes to understanding vulnerable customers. Elaine is also a trustee of an international NGO and chairs two of their international boards. Before RBL, Elaine worked client-side and has recently completed a three-and-a-half-year stint as Head of Customer Acquisition for a client. Her knowledge comes from hands-on experience.

Passionate about best-practice, Elaine was an active member of the DMA’s Contact Centre and Telemarketing Council before chairing it (2010-2012), she also served on the DMA’s Governance Committee and now co-chairs the DMA’s Vulnerable Consumers Working Group. She is a member of the Institute of Fundraising, a board member for TPS Limited and was a member of the now disbanded FRSB’s Advisory Forum.

“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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