A design consultant's review of re-imagining the brand experience.

When the back office becomes the front office, every B2C and B2B transaction and touchpoint turns into a potential public relations channel. Omni-channel brand strategies and social media content now heavily shape the market's perception of your business and brand image.

By reshaping a company's brand image while developing a B2C and B2B engagement strategy, we help management teams "lock in brand loyalty." This enables them to adapt to the disruption of digital business strategies and collaborate with partners to meet evolving business demands and shareholder expectations.

But how can you transform back-office systems to deliver a consistently outstanding customer experience? How do you leverage technology, sales, and marketing solutions to surpass customer expectations, disruptors, and competitors?

It starts with a vision and strategy informed by real-world experience, market insights, and digital media trends. At CampbellRigg, we help management teams drive growth by integrating customer touch-points, brand strategy, and marketing solutions. Our expertise lies in turning customer research data into actionable insights, enabling real-time decision-making for both management teams and stakeholders.

With a proven track record of transforming customer engagement and business operations, we work at the intersection of brand experience and customer value. As brand design consultants, we combine creative and technological expertise, business insight, and industry knowledge to help clients envision, execute, and manage their future business initiatives.

In recent years, brands that have prioritised customer journey engagement have seen significant benefits—higher awareness, engagement, conversion, and retention rates. We believe there are endless possibilities for enhancing customer engagement.

Global internet best practices continue to evolve, allowing brands to incorporate more touch-points into their Omni-channel strategies and deliver the experiences consumers expect. Leading retailers orchestrate over 50% of total customer journey interactions, setting the standard for comprehensive engagement. Argos, one of the largest brick-and-mortar and online retail platforms in the UK, has partnered with CampbellRigg for over 12 years, benefiting from our brand services and guidance. You can learn more about our work with Argos in the ‘projects non-food section’ of our website.

Other sectors like travel and healthcare are also heavily investing in customer engagement, with travel companies driving 15% of journey interactions and healthcare accounting for 12%. These industries, along with retail, demonstrate how brands can evolve from single-channel strategies to holistic approaches that integrate web, email, in-store touch-points, and lifestyle-driven social media campaigns across platforms like Facebook, YouTube, Twitter, Instagram, Snapchat, and Pinterest.

The travel industry, an early adopter of customer journey profiling, continues to grow its interaction volume by integrating additional channels for its top B2C and B2B customers. Similarly, the insurance sector has seen a fourfold increase in interaction volumes year-on-year, highlighting the success of customer journey profiling across diverse industries.

Our renewal process enables us to benchmark and document the best brand design strategies globally. Explore the ‘news section’ of our website to read more about our perspectives across different industries.

Contact us to discuss your brand strategy, design renewal program, or digital and social media needs.