Customer survey: How we helped a client understand the needs of its customer base

Our challenge

As specialists in the design, manufacture and distribution of high quality window systems, our client supplies hundreds of fabricators across the UK and Ireland. But after carrying out a customer survey, one issue kept coming up: And that was marketing support. It became clear that our client’s customers were keen to market the products and their businesses more effectively. However they often had neither the time nor the resources to do so.

Action stations

We worked with our client to develop a free of charge marketing toolkit for its customers. The toolkit helps them build a detailed marketing plan and have confidence in their subsequent marketing activity. We had an initial face-to-face meeting with the customers. We followed this with a discovery and evaluation session of their existing marketing activity. With an analysis of the business and the market – including a SWOT analysis – we created a detailed marketing plan for the year ahead.

The marketing programme included a clear strategy and easy-to-implement initiatives that deliver real results in just a matter of weeks.

As well as the toolkit, we created monthly promotional campaign information packs for our client to post or email to its customers. The packs included technical guides, sales aids, template press releases, and showroom posters.

And the results are in…

Within 12 weeks of launching the marketing toolkit it had been taken up by a quarter of our client’s customers.  We received feedback that they were already benefiting from an increase in sales leads and brand awareness.

We helped the fabricators to easily promote themselves as the best source of windows and doors, support and customer service. And it all came about as a result of our customer survey.

“Essentially, our fabricators are getting free of charge support from an experienced marketing consultant.  This has enabled us to strengthen our partner relationships and become the partner of choice for more and more fabricators across the UK.”