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Welcome to the home of Klaxon: a marketing, communication and events agency.

We help brands and business owners connect with their customers online, offline and in person. We have delivered results for companies in the technology, construction, travel and event sectors, but if you have a marketing problem, chances are we can fix it.

Please join the conversation on our blog, or get in touch to say hello.

Do You Listen to Customer Feedback?

On May 15 2012 in Customer Service by Andy Bargery

I’ve written a lot on the blog about customer feedback. It’s something we view as critical to the success of our business and encourage clients to think the same way.

You might think the challenge is in getting feedback in the first instance. Actually we’ve found by putting a clear and consistent structure in place for collecting feedback, it’s quite a straight forward exercise.

The difficult part is actually deciding what to do with the feedback you collect. I found a great example on YouTube of how a dentist in Florida used some negative feedback to his advantage. He listened to his customer, took action and the result was to turn a dissatisfied customer into long term happy customer. Exactly what you would hope for right.

Watch this video to find out more. It’s around 5 minutes long, but very entertaining, so stick with it to the end.

Let us know some examples of how you have used customer feedback to your advantage.

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How Happy Are Your Customers?

On May 4 2012 in Customer Service by Andy Bargery

If you don’t know the answer, it’s about time you did.

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Not only are your existing customers keeping your business alive, they are also likely to be a good source of new revenue too. There’s a well known stat from Bain & Co that it’s 6-7 times more expensive to acquire a new client than to retain a current one.

There’s a blog post on Big Girl Branding about keeping hold of customers that’s worth a quick read.

With this in mind it’s important you measure your customers’ happiness. We do this regularly through ongoing ad-hoc feedback and we also introduced over a year ago a twice yearly satisfaction survey. Our stance is that of fearless listening which so far has not been as painful as it sounds.

The results of our latest survey are now in and we’re delighted with the results, a sample of which you can see here (the higher the percentage score the better):

Klaxon delivers quality work, on time and with clear communications:

Average: 90%

Klaxon understands the market place and offers appropriate ideas and counsel:

Average: 87%

Klaxon provides creative ideas and solutions:

Average: 85%

How happy would you be recommending Klaxon?

Average 85%

How happy are your customers?

Image copyright Granit Chartered Architects and Joe Clark Photography
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