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National Trust

The brief was to develop the Customer Strategy for the National Trust.

A cross functional team was developed and managed to ensure participation across the business with a clear focus on serving the customer from cradle to grave with the  use of the Customer Journey model to build lifetime value. A segmentation of the customer base was carried out with clear customer propositions for customers at each lifestage. 

The National Trust substantially increased its membership and retention rates following roll out of the strategy and alignment of the organisation around meeting customer needs. The work was written up as a formal case study for the Marketing Journal Market Leader in Spring 2005.

The National Trust is just one of the leisure businesses which has benefited from our innovative relationship approach to marketing.

If you’d like to know how a focused customer strategy could benefit your business, then please call on +44 (0) 20 7274 6302 or let us know how we can help.

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Testimonials


Kathryn delivered a pivotal project within the business that enabled us to communicate effectively with our customers though new marketing channels that had previously not worked for us. She has a way with people that has embedded social media into the organisation’s culture.

Sales and Marketing Director
Large UK Leisure Organisation

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