New beginnings

The kids going back to school always makes me think of new beginnings and here at RBL we're experiencing a new beginning too. We've recently moved into a lovely new office in Teddington and are still in the unpacking phase but hopefully we'll be shipshape fairly soon. The good news is that we've managed to find the coffee and mugs so we're already feeling welcome and at home.

We're also celebrating 15 years of consulting this week having worked with many brilliant clients and fantastic projects over the years, including a long-term relationship with Scottish online butchers Donald Russell. Over the eight years of working in partnership, we've run multiple customer experience audits which led to changes in the online and offline customer journeys which we worked with the marketing and contact centre teams to redesign and implement. Our final project was to kick start new customer acquisition and we helped them to transition the new customer acquisition strategy and marketing plans from being predominantly offline, to being truly multi-channel successfully launching DRTV and social media channels ahead of lockdown. Our work was really hands-on, working with media and creative agencies to develop and deliver a whole new way of advertising. During lockdown we were able to provide living proof of one of the company's core values of agility. We totally revamped our marketing plans and budget to generate record levels of new customer demand as lockdown kicked in. Having put the foundations for ongoing success in place, and really stress-tested them through lockdown, we were able to hand back the reins to the marketing team to take the business forward from mid-July (along with a 24 page hand-over guide!)

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Understanding the impact of Covid-19 on those in financially vulnerable circumstances

Living in financially vulnerable circumstances is a very real problem and this vulnerability has only heightened as a result of the Covid-19 pandemic. The Financial Conduct Authority (FCA) report that almost half of the UK population (24.1 million people) currently display one or more characteristics of vulnerability.

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