On the verge of celebrating their 10th anniversary, Suncoast RV Rental & Management engaged the Brand NV team of creatives and strategists to refresh the brand and recommend customer experience improvements.
Our team conducted a thorough analysis of the business and interviewed past customers for candid feedback. Our work resulted in an updated logo, improved application form copy and design, implementation of a sustainable system to collect Google reviews from satisfied renters, video creation to help renters quickly reference how to do basic things like emptying the sewage and opening and closing the awning, and an exciting monthly email newsletter.
The updated application forms increased both the application and closing ratio while encouraging profitable upsells of ancillary products by being better organized, visually appealing and less intimidating than their previous forms.
The consistent requesting of Google reviews from all renters buried the negative reviews from the occasional disgruntled customer to show more accurate feedback of what it’s like to do business with this company.
The videos reduced the costs and time of after-hours technical assistance calls from renters, thereby reducing operational expenses. Our client even won an industry award for the implementation of this innovative idea!
The monthly e-newsletter continuously invites past clients back by featuring exciting RV destinations and events in the state of Florida by seasonality as well as announcing new fleet available for rent.
Four years later, Suncoast RV Rental and Management counts on 114+ Google Reviews, still continues to produce their monthly newsletter and reports that “business has been good.”
If you’re ready for a professional “outsider’s perspective” of what it feels like to be your client and would like for us to recommend customer experience improvements that will positively impact your bottom line for years to come, schedule a complimentary initial consultation with us below!