At Click Return, we are constantly looking for ways that we can improve the working lives of our customers, developing time-efficient processes for completing tasks so their teams can get on with running the business.
Routemaster Hire used to have a process of gaining customer feedback (a vital part of their industry when it comes to customers booking with them) which was long-winded, time-consuming and often overlooked due to other, more urgent matters. We were able to suggest a more efficient, user-friendly system that would not impact quite so much on the team.
The new system
We created a new system where Routemaster Hire added the customer’s name, the date they used the company, details of what they had – bus trip around London / wedding bus hire etc. The Mailchimp system then automatically sends the customer an email asking them “How did we do?” The customer will not be aware that the email has been automatically generated as it is personalised to them and would include their name, the occasion, where and when they used their services.
There is a simple feedback form on the email which the customer fills out which creates a Google Review, encouraging potential future customers to make a decision about using the company based on another person’s experience.
Once the feedback is sent back, a member of the team is made aware and they can then allocate it to a category, add an image etc. before uploading it to the testimonials page of the website.
Once live, each testimonial is then automatically added to the company’s Facebook page, creating regular new content, with very little work actually needed to be done by the team.
The Google Analytics process improved the type of enquiries we were receiving and also reduced our monthly Google costs. Phase 2 was to rebuild our website and create some new content. This involved a consultation period to discuss a sitemap, template options, general design, number of pages etc, followed by the creation of new content. The site was built and populated, the artwork gathered, with a potential live date scheduled for early January 2014.
Finally, we were ready for testing, review, feedback and Go Live. Suffice to say I am extremely happy with the results and here are some facts:
- We have a huge increase in the number of times our company has been organically listed since the new website went live, from 150 per day to up to 450 per day – a 300% increase.
- More importantly, it shows that clicks from the organic listing have increased from up to 15 per day to up to 47 per day – a 313% increase.
- The amount of enquires we receive daily has now increased by approximately 50% – upwards of 10 – 20 enquiries a day!
- Our conversion rate has increased by approximately 30% which means I have already had a ‘return on investment’ within the first 4 weeks of my site being live. In January alone, we took 33 bookings which equate to approximately 25k of business, we doubled the number of bookings we took last January 2013.
Our Office Manager has commented, “I cannot keep up with all the enquiries, I am just so busy.” And that is exactly what any business owner would be happy to hear. I would have no hesitation in recommending Brad’s services and if any of you are planning a website refresh or rebuild – you cannot afford not to use Brad’s services.