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By News


AVC Immedia is pleased to announce seasoned Technical Animator, Rob Hancock, has re-joined the animation team in his new role as Senior 3D Animator. When asked about his position within the team, he explained: “It’s not just a job, it’s a passion, AVC Immedia offers a variety of clients and subject matter to keep any animator challenged, providing creative solutions is what I love to do.”

Rob originally joined AVC Media back in 2004 establishing animation as a service offering and expanding the department up to 4 permanent employees. Early content was more of the technical ‘How it works’ type nature, but it soon grew into motion graphics for video and eventually interactive presentations.

Entirely self-taught, and utilising skills developed as a traditional Illustrator/Airbrush Artist Rob has built a wealth of experience in the common 3D applications from their early versions to the present day. He says, “It was a natural progression for me, from the drawing board to the computer to create illustrations, and then as 3D software became readily available being able to make those images move!”

Rob’s vast knowledge of animation has evolved with the software over the years (over 30 alone working within the oil & gas industry). During that time Rob has mentored many animators, including our very own talented Margit Tomingas, whom he’s very much looking forward to working with again on her return from Maternity Leave.

We asked Rob for a pro tip for future budding animators, and he said: “No matter the software, the key to great visuals is understanding the physics of light, and how it interacts with the world around us”. Rob also advised, “You should never be afraid to experiment, continual learning and creative thinking are the key to delivering animations that exceed expectations”.

Rob re-joins the animation team at an exciting time for AVC Immedia, after investing across the business in the latest GPU rendering software and hardware enabling the animation team to get higher quality renders faster. During the current global COVID-19 pandemic, this is even more vital, with many companies in lockdown, filming opportunities are limited leading to a boom in animation. So, why not challenge Rob and the team to tell your story!?


By News


We are pleased to announce the creation of a new role within AVC Immedia, Richard Booth will now take up the position of Commercial Development Manager within our Aberdeen team.

The role will be focused on new commercial development of our Audio-Visual, Video and Animation services whilst also focusing on existing client relationships across our business. Richard will work alongside our existing Business Development team to generate new opportunities and ensure we continue to build on our client portfolio.

When asked about the new position, Keith Robertson, Operations Director at AVC Immedia said

“We have taken the opportunity over the last few weeks to analyse our commercial development activities and implement some new development strategies across the group. By aligning our business development activities, it will allow us to develop a more solid and structured commercial offering to new and existing clients. I look forward to working closely with Richard on some upcoming commercial projects and driving growth across the group.”

Man Interacting With Audio-Visual Communications


By Blog

According to the Social Sciences Research Network, 65% of us are visual learners, followed by a further 30% of us being verbal learners. The remaining 5% of the population are experiential learners. These figures mean that using audio-visual communications within your business marketing strategy can play a key part in engaging with your customers.

A recent study showed a staggering 85% of consumers are more likely to purchase after watching a product video. Health and beauty retailer, Superdrug, also reported up to a 24% increase in sales of products advertised on their in-store radio.

In this post, we focus on how harnessing the power of audio-visual communication could be the key to capturing the attention of both new and current customers, as well as keeping employees engaged. 

Using video to improve customer experience

Using video as a part of your marketing strategy helps to create an engaging customer experience. This is due to over half of the population being visual learners. In fact, the brain processes visuals 60,000 times faster than any text. Video has also been proven to be the favourite type of content for consumers. These statistics show why creating a strong video presence for your brand can give you the edge in today’s competitive marketplace.

In modern-day marketing, having a presence on a variety of social platforms is a must for brands, to help create a successful omnichannel approach that targets their customers. A massive 50% of the world’s total population uses some form of social media, so it’s well worth investing in a good social strategy. The type of content used on these platforms is often the difference between success and failure to reach goals. Video content has been proven to be highly successful in dramatically improving customer engagement across social platforms. 

It’s been reported that visual content makes Facebook ads at least 75% more effective. Furthermore, Instagram has said that video generates more engagement on their site than any other type of content for its 500 million daily users. With this in mind, video is a valuable tool for marketers to consider investing in. 

Video can be used in a variety of ways, not just for great social media content. Another usage to apply video within and create an enhanced level of brand engagement is digital signage. AVC Immedia can offer your business a range of video-based services that help to engage customers and increase sales – click here to discover more. 

Man Interacting With Audio-Visual Communications

How to Enhance Brand Engagement with Digital Signage

Digital signage enables brands to display more engaging communications and enhances the customer experience. It’s now known that 70% of consumers who saw a product promotion on a digital display, subsequently made an unplanned purchase. There’s a variety of technology that can be used for digital signage, including LCD or LED panels and also speakers can be integrated to add audio, which creates a fully immersive experience for consumers. 

The usage of digital signage is also pretty varied, from creating an in-store video wall to the menu boards you’ll often see at your favourite large franchise takeaway restaurant. No matter the format it comes in, digital signage can capture 400% more views than traditional static displays, and now with the option for added audio, it’s become a great way to create audio-visual engagement for your brand. On the subject of audio, did you know that by playing music in your business, you can improve staff engagement levels?

The Benefits of Music at Work

A survey was carried out on how music increased the level of accuracy and performance of staff at the workplace, and 88% of people who worked in the music environment saw their performance boosted. In turn, this results in a better financial outcome for the business, as companies who had higher levels of engagement reported a 26% increase in annual revenue.

Emma, an employee of Nationwide Building Society, further proved the benefits of audio when commenting on their new in-store radio by stating “Working officially until noon today but decided as the tunes are so good on Nationwide Live I will stay logged on and will keep the Bluetooth speaker cranked up loud until 3pm” 

The benefits of audio also include a boost in sales, due to the improved customer experience. 34% of customers spend longer in stores with music, and therefore increase the amount purchased. This may be due to the positive association that customers have with music.

Overall, it’s clear to see that by brands using audio-visual communications, there’s a powerful impact on customer loyalty, staff and customer engagement as well as boosting financial revenue. AVC Immedia has an award-winning team of professionals that offer many audio-visual marketing services.

Discover more today. 

customer being visually stimulated by virtual reality content


By Blog

Between in-store and online processes, the opportunity to grab and retain the attention of the audience through visual stimulation is bursting with potential. Brands can attempt to stimulate their audience in several ways visually. For example, they can take advantage of digital or interactive content such as video, animation, or virtual reality.

Author and researcher David Hyerle, states that 90% of the information that goes to the brain is visual. With this in mind, it could be worth contemplating how much of an impact your brand’s visuals have on your target audience. It’s also worth considering whether you’re doing enough to win the battle for their attention and business over your competitors.

What is visual stimulation?

Visual stimulation is a reaction whereby the viewer is emotionally affected by the visual imagery in front of them. Most brands need to ensure that they sufficiently engage visitors to stores or websites. It is especially true if their customer experience is positive and memorable; it may increase the likelihood of customer retention.

According to expert marketer Neil Patel, 85% of a consumer audience is more likely to buy a product or service after watching a video or another form of visual. It also improves a consumer’s capacity to remember relevant products or imagery in the future. For instance, brain science specialists Brain Rules state that 10% of information retained is still memorable three days later. When visual is involved, the figure moves as high as 65%.

LED Wall Panel


Visual stimulation is ideal as consumers find visuals are quick and easy to digest, and depending on how these visuals are chosen and utilized. The visuals can deliver a message, tell a story, set a mood, or evoke an emotion in the people they’re designed for. Experts believe that images are processed as much as 60,000 times faster than text. In essence, a picture can tell a thousand words, so if brands apply the same approach, the result could be that customers will be affected instantly.

Understanding the link between providing compelling visuals and the scientific reaction in the minds of consumers is only likely to improve the impact on your audience. Research providers The Wiley Network claims that between 50% and 80% of the brain focuses on visually processing information such as the visual memory of shapes, patterns, colours, and movement.

It’s also essential that visual imagery is striking and impactful as the Frankfurt Institute for Advanced Studies claims that it only takes 150 milliseconds for the brain to process an image. Additionally, a study from the Massachusetts Institute of Technology found that it only takes another 100 milliseconds for the brain to connect any meaning to the picture.


Marketing experts Intelligence Node claim that the retention of customers to a specific brand through the use of in-store visuals boosts by 42 per cent. As such, the use of digital signage is a popular and useful element for adding more vibrance and character to a bricks and mortar environment.

In terms of retention, by effectively utilizing visual stimulation to customers, you’re showing a level of quality to your brand and advertising a style that could significantly increase customer retention. Digital content can keep customers in shops and on websites for a more extended time. To do this means making your brand’s style memorable, which puts you in competition with brands that have demonstrated the same level of investment in digital assets.



By News

"We have a talented and dedicated team here. These are exciting times."

"I’m excited about it. I’ve been here such a long time that I’m eager to get going. We’ve got such a good team here and we are fortunate to have some very talented individuals across the teams."

We are delighted to announce the appointment of Keith Robertson as Operations Director at AVC Immedia. Keith joined AVC back in 2010 and brings nearly two decades of audio and visual experience to the role.

“It has been a privilege to have played a major part in the company’s growth over my two decades here, and I look forward to helping it grow even further in the years to come”

We are also delighted to announce the return of Rob Hancock who takes up the role of senior 3D animator. Keith said:

“His return is great news, and I am sure he will work well with the animation team. His experience will be of huge benefit to colleagues and clients.”

AVC is growing, only last year AVC expanded into the USA with an office in Houston TX ran by Kacey White based in Houston as business development executive.

“Kacey is on the ground project managing one of our clients but also building on other clients.  A lot of oil & gas companies have an operation in Houston so it fits in well with our client portfolio.
We’ve been tying her in to other projects as well. It’s really good and positive.”

AVC Immedia has a talented and dedicated team who specialise in delivering high quality audio visual communication for brands.

Speak to us today to discover why brands such as IKEA, Subway, FIFA and Nationwide choose AVC Immedia.

The exciting news has been covered by Aberdeen Business News and The Press and Journal  Keith Robertson PressJournal Article 2020

Building brand loyalty by improving the customer experience


By Blog

Companies that use music which fits with their brand identity were 96 per cent more likely to be remembered by consumers than businesses that play poorly chosen music or no music at all.

63 per cent said that they were actually likely to spend more money in shops that played music.

In 2018, a study into the habits of consumers was carried out by professional services provider PwC. An insightful finding from this study was that there appears to be a distinct connection between a customer’s experience with a company and their intention to stay loyal to the same brand, with 73 per cent of people in the survey claiming that they would be loyal to a brand if they had a good customer experience with them in the past.


Building customer loyalty for your brand is important both for the brand and the consumer. While the brand reaps the benefits of further spending from the same customers returning, the customers that are continuing to return are clearly enjoying the product or service the brand is providing. Additionally, it’s more cost effective for the brand, as marketing consultancy providers Bain & Company claim that it can be anywhere between five and 25 per cent more expensive to entice new customers than it is to appease existing ones.

According to consumer experts Retail Customer Experience, brands that provide a superior customer experience are likely to bring as much as 5.7 times more revenue than brands that don’t. With this in mind, it could be worth gauging the thoughts of your customers in relation to their experience with your brand. In this post, we focus on how the choice of in-store background music could be the difference between keeping and losing valuable customers.

But, as a manager or employer, it’s crucial that you keep members of staff engaged, focused and motivated when working from home.

How does customer experience drive loyalty?

In simple terms, a customer experience is a holistic perception of how a consumer has encountered your brand. Depending on the type of brand, a customer experience could involve a number of elements.

In highstreet shops and many other bricks and mortar business spaces, in-store music is a key part of the customer experience. A report by the Journal of Marketing found that 70 per cent of retail customers polled said they preferred shops that played music. Additionally, 63 per cent said that they were actually likely to spend more money in shops that played music.

Traditionally, an online customer experience would be based on how easy a website is to navigate and whether there’s sufficient support available for customers that require assistance. However, to enhance the digital shopping experience, many retail businesses now  incorporate music into their websites.

A positive offline customer experience is generally based on three factors: branding, atmosphere and customer service. And you may not realise it, but music actually has an effect on all three of these elements.

Branding –
Creating an identity helps to make your brand recognisable and memorable, and it also increases your chances of connecting with your target audience. In-store music plays a role in this process, as the type of music you play can improve the experience of your customers while reflecting your brand’s style and audience.

Atmosphere –
By creating an enjoyable atmosphere for your customers, you’re encouraging them to return in the future. People have increasingly high expectations when it comes to shopping experiences, and as well as being able to find the products they’re after, they want the time they spend in shops to be enjoyable and capable of generating feelings, changing mood and taking the customer back to past memories.

Customer service –
The soundscape of retail outlets can impact on people’s perception of how they’re treated. The right tracks have the potential to lift people’s mood, making them feel more relaxed and generally happier.

In the case of employees, it can also increase motivation. Both of these things can help to make any interactions between shoppers and workers more positive and enjoyable.

How to create brand loyalty through customer experience

Encouraging loyalty among your customer base can be difficult so you should carefully consider your choice of in-store music and ensure it reflects your brand and resonates with your target demographic.

Once you’ve started playing a specific genre of music in your stores consistently, customers may connect with it on an emotional level and recall it long after they’ve left your shop or business. Not only does this mean that the music could resonate with customers as being something relevant to them, but it could mean that they will hear the music in the future, recall the brand and return to it.

Supporting this idea, a study by the University of Leicester found that companies that use music which fits with their brand identity were 96 per cent more likely to be remembered by consumers than businesses that play poorly chosen music or no music at all.

Engage employees from Home


By Blog

47 per cent rise in productivity among those working from home

"Epping are absolutely loving Nationwide Live this morning..."

"Working officially until 12pm today at home but decided as the tunes are so good on Nationwide Live I will stay logged on and will keep the Bluetooth speaker
cranked up to loud until 3pm"

As governments around the world told people to stay home due to the coronavirus pandemic, many businesses and workers had to adapt working from home.

With the easing of lockdown, many companies have decided to gradually ease their workforce back to the office. However, with business insights company Prodoscope suggesting there has been a 47 per cent rise in productivity among those working from home, there’s a strong argument for allowing staff to work remotely on a long-term basis.

But, as a manager or employer, it’s crucial that you keep members of staff engaged, focused and motivated when working from home.

Why is employee engagement important?

When an employee is engaged, the quality of their work and performance is likely to be at the highest possible standard.As an employer, you should do all you can to get the most out of your employees by ensuring that they’re engaged in their roles. By doing this, you will not only benefit your business, but you will also create an involved, vibrant and focused workforce.

How to motivate employees that work from home?

To keep employees engaged while working from home, you could:

Organise regular catch-ups –
Staying in contact with employees can help them to feel engaged and motivated. It can be easy for employees to feel detached from their work and their colleagues, but by scheduling regular catch-ups – preferably via video calls – you can create a structure to promote a sense of teamwork and belonging.

Encourage an office environment at home –
Many remote workers have chosen to replicate their office set ups in their homes. As a manager or employer, it can’t hurt to encourage this, as it’s only likely to benefit employees by making them feel more like they’re at work.

Set and track targets –
Whether employees are working from home permanently or temporarily, it’s far easier to keep them motivated if they have targets to work towards. Once you’ve established these targets, you can keep track of them and discuss them during your catch-up meetings.

Organise educational courses –
Professional development is something that many people want in their career, so it’s important to offer your employees the opportunity to build upon the skills they already have. There are many courses available online, including free ones, so it couldn’t be easier to provide additional training to your workers, and it benefits everyone, as you can actually make them feel more valued and present evidence that you’re investing in your workforce.

Make time for casual activities –
It goes without saying that the most crucial part of working from home is the work itself, but if you don’t make any time for casual communication, workers are likely to become mentally and emotionally drained, and this could hinder the working relationship you have with them.

During lockdown, online quizzes became popular, and it’s easy to conduct one yourself. Simply arrange a video call with multiple members of your team, prepare a selection of questions and use the quiz as an opportunity to wind down with your team at the end of the week.

Request feedback –
Nobody was prepared for the impact that the pandemic has had, but the ability of many companies to adapt almost instantly was impressive. However, this isn’t to say that all of the processes companies put in place to cater to employees working from home were correct.

As an employer, you should be open to the concept of constructive criticism and the possibility of tweaking your approach. As part of this, it’s useful to give your employees the opportunity to offer their thoughts.

Promote a sense of community with dedicated, branded live radio
It’s more difficult to cultivate a sense of team spirit and togetherness when employees are working remotely, but there are effective steps you can take to help with this. For example, you could take advantage of a branded live radio channel that your workers can stream via your apps or website. As well as playing carefully selected music that will appeal to your employees and reflect your brand, you could use live radio to keep your workers connected with the brand and each other, up to speed on company developments, industry news, training and more.

You could also create podcasts for your workers that offer in-depth, conversational content covering anything from training needs to expert insights. Your employees can then access this content at a time and place that suits them. Additionally, you could consider running interviews and phone-ins with management, as it will help to bridge the gap between employees and management, encouraging members of staff to feel better connected to the company.

Ask us about Nationwide Live!

How does background music impact employee productivity?

Background music has long been used by many companies as a way to help keep employees engaged and increase productivity. As mentioned previously, one way to encourage employees to listen to background music if they’re working remotely is by using a branded live radio channel.

Music is commonly associated with altering mood depending on the type being played and its ability to resonate with the listener. Research from a number of studies suggests that background music could benefit businesses by motivating employees to work harder. For example, an experiment by Scala Radio involving 2,000 people found that productivity improved by 15 per cent when workers were listening to music during working hours. Other findings from this study were that over a quarter of UK workers use music to block out background noise and that 47 per cent of people polled said they work better listening to music.

Claims that music helps to keep employees focused are supported by research carried out by the University of Central Florida. In an in-depth study of how the brain reacts to music, the researchers explain that the hippocampus section of the brain is stimulated, causing an increase in endorphins, which leads to reduced stress and anxiety.

Listen to Headmaster


By Blog

Marketing Executive 

Do you have a can-do, creative thinking attitude with a passion for marketing? Do you have ideas to share and want a company that will take them onboard? We would love you to join our team.

This is a brilliant opportunity to work with a unique service offering and to join a friendly award-winning creative team where you will be able to develop your experience.

AVC Immedia has offices in Newbury, Aberdeen and Houston TX and works with global brands including JD, Subway, BMW MINI, IKEA, Shell and FIFA. You will be able to make your mark within the business as a key part of the management team whilst helping to achieve the business’s bold objectives.

As part of the Commercial Team you would;

  • Create the group marketing plans to achieve the business objectives – with input from the Commercial and Management Team
  • Manage and drive the external SEO agency in the production of User Focused Content and strategic website copy to increase brand awareness and drive digital traffic
  • Take ownership of the website and blog content whilst reviewing Google Analytics and assessing ways to improve visibility and the user journey. Including sourcing relevant imagery, uploading and banner creation.
  • Copy writing for case studies,  press releases and blog content. Working with the Video production team to create video case studies where possible
  • Plan, create and implement social media campaigns reflecting the services and brand.
  • Development and implementation of the social media calendar to promote activities and services within the group
  • Working closely with the relevant teams to create proposals, presentations or bid documents for customers and prospects whilst working to tight deadlines
  • Liaising with all departments to develop the monthly Board Pack
  • Report monthly on marketing activities, ROI and learnings
  • Create adverts and material for external printers and relevant publications
  • Ownership of the company Sage CRM for segmentation to engage customers as part of a targeted strategy

Must Haves

  • Positive can-do attitude
  • Resourcefulness
  • Ability to multi task whilst being organised
  • Team player and able to work independently
  • Copy writing skills
  • B2B experience
  • Ability to use image manipulation tools including Adobe Photoshop
  • Proficiency in the use of a CRM’s (ideally Sage) to increase engagement with our audience


  • Passion for music, video, animation
  • HTML knowledge
  • CSS illustrator skills
  • Better Proposals software

We have offices in Newbury and Aberdeen however the right person could work remotely. This position is UK based only. Please send your CV including expected salary to by FRIDAY 14th August 2020.



By Blog

Music has a profound effect on our lives – it can evoke certain memories, emotions and thoughts and can make us feel happy or sad. It’s frequently been suggested that playing Mozart to an unborn baby could make them smarter.

In a survey of 4,500 people conducted by Totaljobs, it was found that a huge 79 per cent of employees said they would benefit from listening to music at work, however, over one third of employees aren’t allowed to listen to music during the working day.

Interestingly, 61 per cent of people stated that they listened to music at work to boost their productivity and happiness.

Though this survey data speaks for itself, we wanted to look more in depth at some of the benefits music can have on employees and their working life.

79% of employees said they would benefit from listening to music at work

Workers that listen to music complete tasks more quickly than those who don’t.

90% of employees would work better while listening to music.

Over 60% say that music at work makes them happier.

The benefits of music in offices

Increased productivity

Science and research has shown that music can boost your productivity, particularly when working on a repetitive task. Working in a noisy office where there’s lots of different noises can reduce your productivity. The sound of phones ringing, background chatter, typing on keyboards, etc. can be distracting. However, music creates one single sound for your mind to focus on, potentially helping you get your mojo back.

According to Dr. Lesiuk, workers that listen to music complete tasks more quickly than those who don’t and can also come up with better ideas. A person that is stressed might make a decision very quickly, whereas someone who’s calmer might be able to take a more logical approach to finding the best solution.

Further research, initially reported by CBS News, states that just under 90 per cent of employees would work better while listening to music, while over 60 per cent say that it makes them happier.

Reduced stress and brighter mood

Listening to music can result in a happier, calmer you. A chemical called dopamine is produced in your body when you listen to a song you really like. This is the chemical that is released when you’ve won something or worked hard to reach a goal and can provide you with a rush of minor euphoria.

It is dopamine that could put you in a better mood at work and make you more productive. Increased dopamine can also improve your alertness and make you feel less tired.

But it isn’t just this chemical that allows music to have an impact on your body. Music can naturally slow your pulse and heart rate, lower your blood pressure and decrease the levels of stress hormones in your body.

Improved concentration

Not only will music drown out the conversations of others in the office, it could make it easier for you to concentrate on your task. According to the survey, 48 per cent of those questioned stated that music was an interruption but it helped them to focus.

If you’re listening to music to improve your concentration, you need to be careful. According to this research, a high level of noise can impair creativity by reducing your brain’s ability to process new information. Instead, a moderate or low level of noise can enhance creativity and allows you to focus on your work. This could make background music a better choice for an office environment.

What is the best office music playlist for productivity?

Listening to the wrong music could be detrimental to your productivity. This is because different types of music engage separate areas of the brain. If the ‘wrong’ area is engaged, it could result in lack of concentration.

According to the survey, the most popular music genres for the workplace are pop/chart and indie music. Interestingly, only 7 per cent of people choose to listen to classical or instrumental music.

Audio and visual content for gyms and stadiums


By Blog

Customer experience is so important for businesses and yet many business owners don’t acknowledge how their customers feel when they’re shopping with them.

Customer expectations seem to increase all the time, which is why your business should be doing everything it can to keep shoppers happy and purchasing items. Consumers now expect to be able to tweet you at any hour of the day and get a reply, or phone you after business hours to speak to someone regarding an issue. If your business is able to meet customers’ expectations, they will be contented and satisfied. Satisfied customers are more likely to tell their friends and family about you, which could result in an increase in sales.

Did you know that brands that engage their customers successfully can experience over 200 per cent higher customer loyalty?

Superdrug saw up to 24% increase in sales of products advertised on their
in-store radio.

What does omnichannel mean?

An omnichannel approach is one that uses multiple channels together in order to provide a seamless customer experience. The customer should be able to switch between shopping online and in-store, on desktop or mobile devices, and the experience should be the same. Not only does this mean that your technology should be up to scratch, but it also means that you’ll need to know and understand your brand identity and apply it to all of your channels and stores.

So what is the difference between omnichannel and multi-channel? You might have multiple channels of purchasing and lines of communication available to your customers, such as an amazing website, brand app, engaging social media and wonderful brick-and-mortar premises. But if all of these channels don’t work together, this is not an omnichannel customer experience. Instead, it’s just multi-channel.

All of your channels should be connected and work together to ensure that your customers are happy and are likely to shop with you again.

Below, we’ve listed some of the kinds of channels that your business should use together in order to create an omnichannel experience:

  • A website
  • Brick-and-mortar premises, such as a shop
  • Magazines/newspapers
  • TV commercials
  • Sound
  • Video
  • Digital signage
  • Newsletters
  • A blog
  • Social media accounts

All of these things can, and should, be linked together to create that seamless experience your customers expect and want.

For instance, you may have a shop that acts as a physical premises for you to sell products or services. To create the best impression, brands need to create an engaging customer experience. You could do this within your shop using various channels, including audio and visual communication which includes a branded audio channel with on-brand music . This can give your brand a voice that will become solidified in the minds of your customers. This voice can then be rolled out across other channels, providing the same experience no matter how your customers choose to shop.

A further example involves the use of digital signage. This kind of channel allows brands to play engaging videos in store, but also on their social media channels and through email campaigns. This will allow the brand to maximise engagement and create a solid brand identity that customers can recognise.

How important is customer experience?

According to research completed by Invesp, a huge 9 out of 10 consumers have stopped shopping at an online store after experiencing poor customer service, and customers are two times more likely to share a negative experience than a positive one. They also discovered that, after a service-related issue, a customer is four times more likely to shop with a competitor.

This is why excellent customer experience is so important. A bad customer experience could cost you business and your competitors may even be benefiting from it. Investing in customer experience is now the main focus of 68 per cent of marketers.

How to deliver a great customer experience

The easiest way you can achieve great customer experience is by knowing your customers. If you understand them and their needs, they’re more likely to be satisfied by their customer experience. For example, you may be able to use a particular type of music in store that reflects your customers and it could have an impact on how long they stay in the shop or how much they spend. Did you know that brands that engage their customers successfully can experience over 200 per cent higher customer loyalty?

You also need to understand what matters to your customers. Do they care about the quality of the products, the excellent customer service, the company’s reliability and transparency, their focus on sustainability or something else entirely? They may care about all of the above, in which case what is the most important aspect to them? By knowing what matters to them, you can make their experience better.