ABB Sustainability week

Emerge was asked to create a set of branding material to advertise ABB’s ‘Sustainability Week’.

ABB take health, safety and the environment seriously and they regularly run internal campaigns and initiatives to support their values.

We designed various material producing a unique motif, poster, social media and email footer graphics.

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Why cutting costs Is unaffordable

By the end of March 2019, 346 individuals had died, the Boeing 737 MAX 8 was grounded globally and $6 billion cut off their market capitalization. The implications of all project failures may not always be so grave, but Boeing can teach business’s a valuable lesson on the management and deployment of resources for business success.

Investigations into the exact cause of the 737 MAX 8’s crashes are still ongoing, but it’s believed that the crash may have been triggered by the inaccurate deployment of commands from Maneuvering Characteristics Augmentation System (MCAS), many now believe the MCAS system pushed the planes into uncontrollable dives because of bad data from a single sensor. But how did that come about?

Cheap & Fast, Amount of Risk > Quality

The scope of the project was constrained by ambitious objectives that were determined by the competitive landscape, racing against time to beat Airbus. That meant that the only lever they had left to compromise on was quality to ensure that the project had an adequate budget. Boeing, which has always fostered a culture of cost-cutting, placed pressure on managers to outsource work to low paid contractors in order to achieve the looming deadline, Boeing, once renowned for its meticulousness had apparently compromised on the principles of the project management triangle, leaving quality to suffer.

I was shocked that in a room full of a couple hundred mostly senior engineers we were being told that we weren’t needed,” reflected Rabin, a former software engineer whom also allegedly recalled that one manager said at an all-hands meeting that Boeing didn’t need senior engineers because its products were mature. 

Dangerous Mistake

Projects are rarely static entities, there are all sorts of reasons why a project has fixed deadlines, in Boeing’s case it was pressure to bring technology to market that ultimately saved airlines fuel (Airbus announced the new A320neo which was 7% more fuel-efficient and sold more in a week than Boeing 737 did in entire year 20 10).

Whether your project is to make a product/service exceed the effectiveness of the competition, it may be a new website or a brand redesign, employing an agency that’s specialised in delivering just that, makes business sense; it reduces the amount of risk your brand/business, ensures it’s managed within a sensible time frame and delivers against the scope of the objective. For those benefits, you can expect to pay a sensible amount.

Websites are a great example of a business cornerstone project, they can fulfill or enable most business objectives, they are complex in their operation and require multiple stakeholders working in complete cohesion if they’re going to be successful.

The value of websites is constantly under attack with budget options, there is an expectation to deliver a website, very quickly and cheaply, but as we’ve touched upon previously prioritizing cost-cutting and speed can have dramatic consequences for the quality of the outcome.

Invest In Quality & Save Time

If you’re a smaller business owner, you could allocate time to commit to building your own website (you might not even think you need a website) but time is not something that’s in abundance for most business owners, you need that time to focus on the core elements of your service.

An agency that has the ability see beyond the scope of a project can anticipate influxes in traffic that might break your website as soon as campaigns go live, they can advise you on the functionality your website needs to have now in order to exceed the pace of the competition so you’re not racing towards unachievable deadlines causing you to comprise on other factors. A self-built website, offshore website builders and freelancers is unlikely to offer you these benefits.

What happens when you don’t invest in the right team?

  • No testing: Can you afford to pay £2000 for a website that doesn’t work? Testing concepts to see if they resonate with your customer if links don’t direct traffic to the right place or forms don’t submit data correctly you could be losing valuable business. Can you afford to launch a campaign only for your website to crash and render the campaign a flop?
  • Poor to no understanding of the target audience: You may know your target audience exceptionally well, cascading this information to an offshore company or a freelancer at max capacity is nearly impossible. An agency provides services to a broad range of industries, some specialize in a select few, therefore they have an innate ability to rapidly absorb customer persona’s and have a robust understanding of what functionality will work best.
  • Online sales and leads do not just “occur”, whilst the growth of online marketplaces such as eBay and Amazon may lead others to think that’s what happens, there’s an incredible amount of work just to facilitate a sale let alone persuade customers to choose you from the breath suppliers available. A website should be an integral part of your marketing plan regardless of whether you operate on or offline, an agency comprehends that a website is part of your customer journey and therefore takes a holistic approach to communications.
  • An unprofessional visual identity directly impacts the credibility your business has, a self-built website is vulnerable to formatting and functionality errors that can corrode a business’s online reputation. To avoid pre-made templates and generic websites, choose an agency that can craft a custom online experience rather than replicate one.
  • SEO is often an afterthought, what’s the point in investing into a website that looks good but can’t be found through organic search, marketers often joke that the best place to hide something is the second page of Google. SEO services absolutely have a value and are of great business importance, but you’d expect that if you’ve invested in a web build that your new site has every technical capability of ranking highly within search.
  • Reliability: during the website build a freelancer may yield to a virus, but an entire agency can’t, an agency will work to brief and project plan to achieve consistency regardless of the individuals responsible behind the various elements of a website.
  • Multiple creative heads are better than one; self-build platforms, freelancers and offshore web designers are highly reliant on you to provide information, resources, content, copy and website function briefs, an agency can provide you with all these resources with the knowledge required to optimize their effectiveness.


What should have been a global win for Boeing ended in disaster because of preoccupation with cost-cutting, a mistake their brand may well not recover from.

Choosing a professional agency means that your brand or business idea is in the capable hands of a cohort of professionals who know exactly how to innovate design solutions and bring a product to market, not limited by their solo capacity like freelancers or set of fixed templates so your business blends into the background, creative agencies are in the business of relationship building and at Emerge Design, we’re not here to provide you with a great looking website, take your money and let you be on your way, consider us part of your team because your results, our results.

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What does your website say about your business?

Page loading for what seems like forever? Can’t find what you’re looking for? Can’t see it all on your phone?

If you’ve experienced some of these frustrations then so have your customers, in today’s marketplace consumers no longer have the patience to try and work around clumsy websites. Nearly 50% of people state that a business’ website is the number one factor in determining if they should buy from you, can you imagine what cutting your revenue by half would do to your business?

With over 200 million live websites worldwide, cutting through the noise and creating an impact is critical when it comes to customer’s choosing whether your brand is worthy of their custom.

But, what does good design look like?
  • Responsive: does your website offer the same experience that it does on desktop to those on mobile?
  • Navigation: Your customer needs to be able to maneuver around your website with ease so they can learn all about what your brand has to offer them and how they can purchase your product or service.
  • Consistent: Good web design doesn’t confuse visitors with inconsistent styling, headers, and footers that leave them bewildered as if they’re still on the same website.
  • Clean: Your business has goals, your customer has goals, to bring them into alignment and make your proposition clear, your website’s design needs to be free from clutter for success.
  • It converts: You can litter a website with as much content as you like but if the page hierarchy isn’t clear, then your offer may be lost in the rest of the page. Make sure you work with a designer who understands the importance of page structure and conversion rate optimization.
  • It can be discovered: optimizing for search is often an afterthought for busy business owners, however, a site that’s built with search engine optimization in mind will see you dominate search engine results and place your website ahead of the competition.


Old design


New design

Your Brand is Your Bread & Butter

Your brand goes far beyond a logo and colour scheme, as custodians of hundreds of brands at Emerge, we know only too well how precious your brand identity is to your business.  A bad online experience can mar your brand forever in the mind of a prospect or worse in time, leave it to be forgotten about completely. Your website is a fundamental platform for communicating your brand and the value it has in your customers’ lives. The difference between someone spending their money with you and the competition can be a few seconds of extra page loading time away. In Google’s recent study into why website performance matters, they identified that page speed had a direct impact on both the volume of returning users and revenue.

For Mobify, every 100ms decrease in homepage load speed worked out to a 1.11% increase in session-based conversion, yielding an average annual revenue increase of nearly $380,000.

So, you’ve spent months, perhaps years developing a product or a service, long nights and early mornings trying to establish a brand for the greater good of those around you, you know what you have to offer has value.  But in an age of uncertainty and doubt, your dream client is still not sure if they want to work with or buy from you, they type your brand/product/service into a search engine, what meets them?

Do you even rank on the first page of search results or have you been penalised by Google for offering a poor user experience, all your hard work, is now redundant, your prospect has moved on to a competitor’s website that offers them a sleek, pleasant experience.

Don’t leave money on the table

Whether your business operates online or off, is a small business or multinational company, rest assured when prospects are researching your brand, the first place they’re heading is your website and if it doesn’t give them the experience they’re anticipating, you’ve already lost them. Your business may solve a lot of your target audiences’ problems, but if they’re let down by their online experience of your brand, then that’s money left on the table for your competitors.

Are you confident that your website is making the impact it should be? Worried you may be losing customers?  Get peace of mind with a free no-obligation website assessment and we’ll tell you exactly how to improve your brand’s online presence, and if we think your website is already perfectly formed, we’ll tell you, because wherever you are in your journey to success, we’re here to help you Emerge from the crowd.

Get my free website assessment!
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(Mobify Source:

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We asked Nomique – Why work with Emerge?

Meet Nomique, a British designer and manufacturer of quality seating and furniture for the contract market and the creators of WORKSPHERE, a truly unique concept in workplace design. To launch and promote their new concept, they needed an intelligent, innovative partner who would work with them to truly understand their goals and come up with the ideas and tangible products that would stand out and get them noticed. They found that partner in Emerge.

Let’s go back a step – what did Nomique want to achieve?

In recent years the contract furniture market had seen significant growth in soft seating and breakout area furniture, but this had not been reflected in our sales. We wanted to find out why – and how we could improve our performance.

A solid plan – based on research

We worked on a thorough investigation into this product area to find out what the market  really wanted. The result was Worksphere, a specially developed range of furniture featuring many new designs – a challenge in itself! But the bigger challenge was how to launch and inspire the rest of the world about the new concept…

Was there a particular deadline?

We were keen to launch the product at the prestigious Clerkenwell Design Week in May – which only gave us 12 weeks to get everything ready. This would be followed by a second weeks later – and the project is still ongoing.

What was the Emerge team like to work with?

They were great: lots of proactive ideas and very responsive as the project evolved. We had about four face-to-face meetings on site as well as having regular email and telephone communication.

And what were the things they came up with?

They developed the whole Worksphere brand: they then created a new website, complete with 3D movie and other promotional materials including the invitation and presentation pack for the launch event.

The invitation was a particular focus because it needed to be far more than a simple card in an envelope: it had to be attention grabbing and memorable. Emerge explained that they’d researched how people react to direct mail and found that if they receive a thicker package in the post, they are more inclined to open and keep it.

Building on this, their concept for the pack was a ‘swatch book’ design, like fabric samples, which tied in perfectly to Worksphere being a range of customisable furniture. It was also very familiar to our target audience, i.e. the types of people who will be reselling Worksphere – distributors and dealers of furniture.

Emerge was able to offer all of the elements including design, copywriting, launch video, web development – even bringing in a specialist 3D artist. View the website at:

What’s been the response to the promotion?

It was undoubtedly the best product launch we have ever had and we are very optimistic about future soft seating sales growth.

We’ve been really pleased with the level of response to Worksphere, there’s been a lot of interest and sales are beginning to come in. But it’s the next 6-12 months that will really be the proof of success.

What’s your lasting impression of Emerge?

Their ability to create an overall, cohesive plan – and carry it through.

The detail in the logo design was based on cutting out sections of the letters in the name Worksphere to create a unique logotype.

Who worked on this project:

From Nomique: John Ravenhall (MD), Nigel Barker (Sales Director), Trevor Bloxham (Design Manager) and Grace Grandon (Marketing & Interiors).

From Emerge: Matthew Kent (Web & Video Designer), Harbinder Ahir (Graphic Designer) and Dom Hollins (Artworker).

What the people at Nomique say:

‘Emerge listened carefully to our requirements and understood our objectives with the Worksphere brand and then came up with a really effective launch campaign. Their communication was always clear and they were very responsive to our needs.’

Let’s work together

Contact Emerge to work on your next project – phone 01952 632750 or email [email protected]

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How to have confidence in choosing the right designer for you

There are a million designers out there, but how do you decide on the right one?

It may be slightly intimidating to choose a graphic designer, especially if you’re new to the scene and have just started a business. But if you focus on who is the most suitable for your requirements, then you’re heading in the right direction. A tip to start your designer relationship is to research a designer who is easy to work with, shows that they’re committed to your project’s success and one who finds creative solutions to design problems.

We will give you some guidance to how you can choose the right graphic designer suitable for you. Here are 7 tips:

  • See how the designer thinks on their feet – When meeting the candidate, ask something unexpected that could catch them out, this way you will be able to see how they respond and think. For example, you could ask them their opinion on a competitors project and ask what they would have done differently. Their response will give you a better insight into their creative process and the designers abilities to critique. This will enable you to see how they handle an unexpected situation.
  • Be clear with your goals and expectations – Provide the designer with as much information as possible, they need to grasp what kind of business you are and the position you hold within your industry. Your creative brief needs to clearly illustrate the objectives of the project, all details about your business and the specific requirements you have. Also, give them your time restrictions and any deadlines that you need to stick to, so then they will have an insight into what and how much they can create in the time frame. This way it will make it easier to quote up the job and see whether it is possible for them to meet your expectations.
  • Don’t just rely on portfolios – Even if you’re looking to work with one of the top agencies in the country, it is important that you don’t decide from just viewing their portfolio. When looking through their work, ask plenty of questions such as what inspired them to make those particular choices. By having this conversation you will be able to feel closer to the designer and see how they work creatively.
  • Know what skills and attributes to look for – It is essential to have a basic understanding of the design world and what skills are necessary for the job. Some things to think about are whether your campaign will require stock images or a photographer. If you research these features beforehand then you will find the discussion easier.
  • Consider a pre-trial to help you decide – To have a better insight into how the designer would work with your brand you could see if they would be willing to provide a set of concepts for your project. This will show you how they would work with your brand.
  • Look for relevant industry experience – It will always help if the designer has experience within your industry. If you decide that they don’t know much then this could be the yes or no answer to whether they work with you. If they do have experience then you will have a good idea of how they work and connect with similar people to yourselves.
  • Explain your brand and target audience clearly – Be clear to who you want the project to make a difference to, and where you want to draw the attention from. If they aren’t sure then they could end up designing something that attracts the opposite. Reiterate through the process your target audiences.

We hope that by reading this, you will be able to follow these steps for an easier hiring process. It is important that you have confidence in the designer that you will be working with. You need to feel comfortable that they are going to be the right people for your business. Don’t worry, it may take a few interviews with a few candidates, but there will always be someone out there that will be able to work to your requirements.

Use our expertise and experience

Place your trust in the team at Emerge Design. We have the skills that will enable us to understand a client’s expectations and goals. Whatever the size of your business or organisation, we are committed to your individual needs. Tell us what you want to achieve, and we’ll use our flair and expertise to create something special for you. We work hard to deliver on-time, on-budget and continuously deliver a great service.

Chat with us or email us at [email protected] or phone 01952 632750.

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How to get ahead by advertising

Advertising is everywhere these days. It’s on the television, on your phone, in newspapers and magazines, on billboards, on websites, in your emails and all the Twitter, Facebook and other social media posts you see. So, stop for a minute and consider, how do you promote your business? And how do you make it stand out in a crowded market? You also need to consider which is the best medium to advertise your business in, with print and digital both having advantages and disadvantages. Print advertising is seen as traditional, and in some ways old-fashioned, but its longevity is a testament to the fact that it still works, even in a digital world. It can take the form of:

  • Newspaper and magazine adverts
  • Billboards
  • Flyers
  • Posters
  • Brochures

These forms of advertising are highly visible (think billboards) and can be targeted to specific areas through mediums like local newspapers and flyers & posters which can be distributed around local buildings. And they provide a lasting visual record of what you are trying to say which has some degree of permanence as a printed product has a longer shelf life than a pop up on a website, which is easier to ignore. But while printed advertisements have these advantages, there are plenty of others when it comes to getting your presence noticed online. This can take the form of:

  • Targeted e-mail campaigns
  • Promoted tweets or Facebook posts
  • Web banners
  • Having a website presence
  • Blogs

There are many others, and with an increasing percentage of the population going online via their mobile phones, tablets and personal computers, digital advertising is certainly an option to be considered. A digital advert also can be seen anywhere in the world – you are not restricting your appeal to a specific area or region. And if you can make your advert interactive, you could get an instant response. Whether you chose print, digital or a mixture of the two, you need to make sure your advert is easy to read, attractive and gets your message across to promote your business or brand.   If you want help with your advertising, whichever format you chose, why not call in the experts at Emerge Design? Call us at 01952 632750 or email [email protected].

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How to build confidence – our insight & tips

In this blog, we cover the importance of confidence, what it is and tips on how we can build confidence.

Confidence is difficult to define as it is a feeling and a state of mind. The attribute comes from your self-esteem, feelings of wellbeing, belief in your own ability, experience and skills. It is a quality that most people would like to possess and portray.

It is important to build on your confidence as it will benefit you in a lot of situations in life. For example, it could be the difference between achieving your dream job.

Individuals, employers, lecturers, businesses (the list could go on) will feel more assured in your capabilities to complete a task for them if you have shown to them that you have confidence in yourself. Also, if you have confidence then your responsibilities will become more challenging and rewarding, you are more likely to go up the ladder to success.

9 reasons how self-confidence leads to success:

  1. Confidence enables you to overcome fears
  2. You can say yes or no when appropriate
  3. You have the drive to start new ventures and ideas
  4. Self-confidence = believing in yourself
  5. Believe in winning and your ability to succeed
  6. Confidence asks questions so you’re ahead of the game
  7. Allows you to stand up for yourself
  8. Enables you to set the bar high enough
  9. Enables you to stretch your limits

It is also tricky to find ways on how to build your self-confidence as it is nothing to do with skill or talent, but a person’s feelings of believing in themselves. It is not something that can be learnt like a set of rules. Ways to help improve or boost confidence levels can come from positive thinking, practice, training, knowledge and talking to other people. But let’s see more specifically on how we can build confidence. Here are our tips:

  • Monitor your progress –  The most effective way to reach your goals is to break them down into smaller goals. This will make your goals appear more realistic to achieve and it will enable you to monitor your progress. It can apply to anything such as a new business idea, getting promoted at work, eating healthier or changing careers. By quantifying your accomplishments in the process then it will help you stay on course. You will build confidence as you see the progress you’re making.
  • Embrace positivity – Ignore all negativity that comes your way on your journey. It is easy to listen to self-doubting criticism and negative opinions but avoid all negative energy. Fill your mind with positive thoughts and keep reminding yourself of the future goal. If you are positive in what you want to achieve, then you will confidently succeed.
  • Don’t be afraid to ask for advice – It is easy to get yourself into a position where you feel stupid for asking questions and advice because you’re afraid that people will doubt your capabilities. Yet, it shows more of you as a person if you are keen to gather all information, it will help you build confidence if you seek advice.
  • Change your body language and image – You will instantly feel more confident if you relax your body and become less tense. Pull your shoulders back and smile more, this will give others the impression that you are a confident person and it will make others feel more comfortable around you. When talking to someone, give them eye contact so you appear confident in what you are talking about. Positive body language and image will encourage people to take you more seriously.
  • Get things done – Confidence is built on accomplishment. You will feel much better about yourself when you achieve small or big goals. Being productive enables you to be one step closer to the finish line of success. When starting your day think ‘What do I need to accomplish today?’, having day to day goals will increase the chances of achieving your weekly and monthly goals. Remind yourself that progress and success happens over time, it is not quick so don’t give up. Set yourself a goal, plan it, go for it and achieve it.

We hope this informative blog has inspired you and by altering ways of how you go about things, you can improve your confidence. Everything is possible if you have self-confidence, you can achieve many things.

Emerge is flexible, reliable and client-focused

Whatever the size of your business or organisation, we are committed to your individual needs. Tell us what you want to achieve, and we’ll use our flair and expertise to create something special for you. We work hard to deliver on-time, on-budget and continuously deliver a great service.

Chat with us or email us at [email protected] or phone 01952 632750.

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There are 5 reasons to trust Emerge…

Working together with you, we can create a unique identity that will bring you results. We believe that understanding our clients is the key to long and productive relationship and to do so we offer a truly personal service. For over 13 years we have worked with clients large and small to bring tried and tested marketing campaigns to life. This is why we think you should trust Emerge with your brand image and marketing material.

Reason 3

1. Together

Many companies are often keen to tell you that they know best, but we prefer to listen and understand your brief before jumping to conclusions. We are here to help and offer our expertise but we understand that nobody knows your organisation like you and so we also value your opinion and ideas. By working together we believe we can deliver focused and creative solutions in keeping with your brand ethics.

Reason 2

2. Results

We believe that our work should bring you tangible results. We have experience of working with your sector and we have delivered creative projects time and time again that work. Everything we do is based on detailed research and planning to provide you with the right designs for your brief.

Reason 3

3. Understanding

The interpretation of a brief and having a thorough understanding of the businesses we work for is what sets us apart. We believe that by focusing on what makes you great we can draw out the key messages that will underpin the work we do for you.

Reason 4

4. Service

As a team we pride ourselves on communication and service. We are here to listen and help you with your marketing needs. All you have to do is call or email and we will be there for you when you need us the most.

Reason 5

5. Tried & Tested

We have worked with hundreds of companies and we are proud of the work we have done. Please look at the case studies and the examples of our work on our website to see how Emerge brings a real creative edge to our client’s marketing.

…Let’s work together

Need to know more, looking for advice, or do have a project that we can collaborate together on? Then contact us by calling on 01952 632750 or emailing [email protected].

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Infographics key to unlocking marketing success?

We live in a world where information is fired at us at a rapid rate – so how can you make your business message stand out from the crowd?

A key tool in the fight to attract attention in the digital age is the infographic – a visual means of displaying information or data.

It helps you get your message over in a simple, clear and concise way in an attractive format which is easy to read.

With computers, tablets and other mobile devices it is easy to skim over much of the content distributed today.


  • There are 6,000 Tweets published every second – that’s 500 million a day.
  • Every minute there are 510,000 comments, 293,000 status updates and 136,000 photo uploads on Facebook.
  • 300 hours of video are uploaded to YouTube every minute.

The best infographics transform complex topics or dry statistics into vibrant images that will make people sit up and take notice.

Research shows that they are shared and liked on social media three times more than any other type of content.

An infographic can encapsulate your message using tables, charts, graphs, words, images and even video.

Social media is an ideal environment for an infographic which is simple, creative and visually stimulating and which can be used as part of a marketing.

They can draw in potential customers or clients to take an interest in your firm’s marketing message – whatever sector you are working in.

They can drive more traffic to your website or help you generate more leads to follow up through interaction.

Remember the old adage ‘A picture paints a thousand words’? – It is still relevant today. So, why not think about using a striking infographic to get your message out to your targeted audience.

If you would like Emerge to create your next infographic, contact the studio by phoning 01952 632750 or emailing [email protected]

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Eye catching adverts designed for you

In today’s world of digital technology, it is easy to overlook the power of printed advertisements. From a small scale magazine or newspaper insertion to a huge billboard, advertisements are still a relevant way to get your message across to a wider or targeted audience.

The message should be memorable and you will need a concept that is going to stick in people’s minds. Emerge aims to improve your advertising by adding that extra wow factor with creative ideas and bright and eye catching design.

Place your order by emailing or phoning Harbinder with your requirements at [email protected] or 01952 6327540.

Client examples
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The importance of providing customer service

First question… What rating would you give your company’s customer service?

It is very important that you as a business or organisation deliver the best customer service, it could be the difference between losing or gaining a customer. It is a simple skill that can be easily learnt but not easily executed. If you give a client 10/10 customer service, then it will go a long way. Word of mouth is extremely powerful in allowing your business to grow but equally as damaging if the customer’s experiences are not positive.

Whether you are a B2B or B2C you will most definitely have to demonstrate good levels of customer service. There will more than likely be one department in your business or organisation that will rely on good customer service the most, such as the sales department. In sales, you achieve the output by delivering exceptional customer service and making sure the customers are satisfied.

Did you know that research has shown that 51% of customers will never do business with a company again after only one negative experience? This percentage is eye-opening, one phone call in the office that you don’t have full attention on could be the time that a customer is disappointed in your lack of attentiveness and customer service. It is important whether you are in contact via the phone or in person that you show the same level of customer service. A phone call is all down to the correct language and tone of voice, whereas in person your body language also plays a part in how you carry out your customer service.

So, let’s look at how customer service can affect a business positively and negatively if not applied…

Providing excellent customer service can help you:

  • Increase how often a customer buys or uses your services
  • Generate a good company reputation
  • Enhance customer loyalty
  • The amount of money each customer spends with your business/organisation
  • Quality customer support can help attract new customers

The side effects that negative customer service can have:

  • Leads not converting
  • A damaged reputation
  • No customer referrals from word of mouth recommendations
  • Could lose your best customers
  • Loss of profits

If you provide excellent customer service and support to your clients then you will gain these benefits, yet it is easy to fall into the category of not doing this. Bad customer service can have a serious impact on the overall success and reputation of your business. In the short term, it can affect sales, but in the long term, it can affect your business in numerous ways which could be a major risk to the success of your business. So, let’s look at how you could demonstrate good customer service…

  1. Understand your customers’ needs by always listening to what your customer has to say
  2. Deal with complaints gracefully – never argue back, even if you don’t agree with what they have to say
  3. Go out of your way to go the extra mile
  4. Be proactive in receiving customer feedback
  5. Take time to understand your customer and not seem like you just want to make a sale

We have looked at how customer service can positively affect your business, the side effects that negative customer service can lead to and how you can deliver good customer service. Now let’s look at some statistics to see the actual importance.

  • 78% of consumers have pulled out on a purchase that they intended to make because of poor customer service
  • It takes as many as 12 good experiences for a company to make up for a poor experience
  • Customer experience will become more important than price and product by 2020 for consumers
  • Businesses that deliver better customer experiences gain revenues between 4% and 8% above their market
  • 55% of customers are willing to spend more money with a business that promises them a satisfying experience


Are you surprised by this research?

After reading this information-based blog I hope that you have taken good advice and will apply the information to any changes needed at your business or organisation. If you know your customer service isn’t up to scratch, then try to change at least one aspect and you will undoubtedly make a difference to your customer relationships. Research has suggested that ‘customer service is the new marketing’, therefore budget resources to improve on this aspect just like you would for your marketing department.

In the end, a happy customer equals a happy business.

Emerge is flexible, reliable and client-focused

Whatever the size of your business or organisation, we are committed to your individual needs. Tell us what you want to achieve, and we’ll use our flair and expertise to create something special for you. We work hard to deliver on-time, on-budget and continuously deliver a great service.

Chat with us or email us at [email protected] or phone 01952 632750.

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Easter prize draw competition results

We recently launched an Easter competition from April 9th to the 17th April, for a chance to win a £25 Hotel Chocolat gift card.

The competition was similar to one we did back at Christmas time, yet the aim was different. This prize draw was about gaining website clicks, yet the previous one was launched to increase brand awareness.

This time the entries were made via the website only by following one simple step of entering an email address. Whereas the Christmas competition involved encouraging people to enter mainly on social media by completing numerous steps, but there was also an option to enter on the website too.

We found that this competition was easier to run compared to the last one, in terms of collecting the data because the entries were held in one place. Whereas, the previous one we had to manually count each entry from each platform plus the website entries, which was time-consuming. There are pros and cons for each competition. It all depends on the aim of what you want to achieve and how much marketing time and budget you want to allocate. We saw more engagement from the previous one, but a higher rate of entries was made on our website this time around. So each type of result benefited our business goal.

There are many goals you could focus on when launching a competition such as:

  • Website clicks
  • Brand awareness
  • Video views
  • Lead generation
  • App installs
  • Followers
  • Or to just have some fun with your social media

The last competition that we did for Christmas, we received the least entries and engagement via LinkedIn. So, this time we ensured that this social platform was boosted. We paid to advertise our competition and we received better results than last time. Within the time range of 11th April to 17th April we received these results:

Received 40,130 impressions
4 clicks

This is a major difference, our Christmas post only received 274 impressions. Also, we opened the competition for a longer time frame back in December, but the Easter competition was only running for 8 days. So, don’t worry if you run a competition for the first time and you notice that one of your social platforms isn’t performing as well. As you always have the option to pay to advertise the post if it is affordable for your business. But we have proven that it does work!

From reading this and the previous blog, you should have a better idea of how competitions are run and the type of results you could achieve. Also, a better insight into the comparison between the two competitions. So far we have done them so brand awareness and website clicks are the focus, but you could choose any of the goals that we have listed above.

The Winner

The competition winner was David Hughes from London. His response was:

“Egg-use the pun but the chocs are really yummy – you’ve caused me to be one very happy bunny!”

Still not sure where to go from here?

If you require any help with planning a competition on your social media, creating graphics, social cards to promote the competition, infographics or a web page then get in contact with us. Email us at [email protected] or phone 01952 632750.

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Enter our Easter prize draw to win a £25 Hotel Chocolat gift card (Now Closed)

Celebrate Easter the right way by treating yourself to some chocolate goodies from British chocolatier, Hotel Chocolat. Visit their website to see what you could purchase with your £25 gift card:

This competition is now closed.

Entrants must be aged 18+ and UK residents only. 

The winner will be revealed by the end of Wednesday 17th April via the website and across our social media channels.

We will contact the winner and the gift card will be posted to your address.

What an egg-citing time! We wish you the best of luck!

If you have any questions please get in touch by emailing [email protected] or phoning 01952 632750.

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The benefits of email marketing and the positives of GDPR

Have you ever wondered what the benefits are now GDPR has been put in place?

Email marketing has been a popular topic recently since the new GDPR law. Most companies have been given the impression that email marketing is difficult now because of the new regulations that have been put in place. The new legislation has meant that companies cannot send emails without asking for permission, people must opt-in to receive marketing emails.

Yet, there are many benefits of email marketing and GDPR has had a few positive effects on the type of marketing. Read a few of these benefits below.

You gain more accurate data and genuine interests

As you must opt-in to receive marketing emails now, it has meant that those who do consent their permission have an interest in either your business or content. Whereas before many people would have been receiving emails that there not interested in and would have been left unopened because of a lack of interest. The data now is more accurate, as data that existed before GDPR has had to be analysed. Therefore, databases since the GDPR law are more accurate, relevant and up to date.

Only relevant emails are sent to active customers, so because they have a genuine interest in your emails there should be a higher engagement and conversion rates. So, the emails will be going out to fewer recipients, but the return will be higher as the enquiries will be more genuine.

You build stronger relationships

When asking for consent to send emails you are telling them clearly what they will be receiving if they were to opt-in. The new law has meant that you must tell customers how you will use their data by providing privacy notes with a clear understanding of language. This will make them more confident in providing you with their data as they will be able to know why you’re collecting their data and what it will be used for. Levels of trust will improve and the relationships you have with your customers will strengthen.

You boost sales

If the content of the email is interesting to read and grabs the audience’s attention, this could convert into a phone call or a live chat conversation.

See increases website traffic

If your reader is interested in the content of the email, whether it’s exciting information from a blog or special offers then it is most likely going to turn into a website conversion. Another way is by adding your website link on the email, so the reader clicks on it.

Able to add a personal touch

At the end, you could sign off the email with the name of a certain member of the team, which will make it more personal. Another way to market with a personal touch is by customising messages for your different audiences.

A benefit of email marketing is that you can create lists, so you can choose who to send the email too based on themes such as location, career and interest for example. This way the email is more specific to your audience’s interests and it makes your email more beneficial for the right people.

Generates and improves communication

By sending out regular emails it will improve communication with existing customers, and it could build a connection with potential customers. If a call to action is used to finish the email this could lead to communication over the phone.

Creates excitement for your readers

An interesting email will excite your readers, such as fascinating blogs and tips. You can analyse which emails are opened the most, so you can see which type of emails are generating the most clicks and opens.

Reaches people on any device

Emails are accessible from many devices, with mobile phones being in favour as nearly 2/3’s of emails are opened on the device. Emails can also be opened anywhere with Wi-Fi or either mobile data, you don’t necessarily have to be sitting at your desk to view your emails, you could be sitting anywhere like a café, because of this a large audience can open them, so your business is vastly seen.

Builds your brand

Sending graphical emails constantly represents your brand, it will increase brand recognition with new and existing clients. Emails will extend your reach as interested viewers may forward or show your email.

Be mobile friendly & responsive

It is vital that your website is mobile friendly and responsive, as many people access the internet via mobile phones. It is important that your web pages render well on a variety of devices, windows and screen sizes.

Social media links

By placing links to your social media accounts in a visible place on your website it will encourage users to keep navigating the journey of your business through your other platforms.

How can we help you?

We hope after this read that you have a better understanding of the effectiveness and benefits of email marketing, and how the new legislation GDPR is positively linked.

If you need any help with email marketing, then why not contact Emerge? Chat with us or email us at [email protected] or phone 01952 632750.

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Simple and effective ways how to improve your website user experience

Have you ever thought about how visitors to your website rate their user experience?

It is important that your clients engage with the content on your website. How pleasing and easy your website is to use and navigate will determine the overall level of user experience. It is important that all design features create a positive interaction and experience. The higher the user experience, the lower the bounce rate should be. Below are some tips for improving the user experience.

Optimize your page speed

  • When pages load slowly it interrupts the user experience and increases your website bounce rate
  • Users expect to access information on all devices
  • Google offers information about your page speed. It will also offer suggestions for improving load time- for mobiles and desktop
  • A way to improve your page speed is by compressing images before uploading them to your website
  • Image file size is a cause for slow page speed

Use white space

  • White space gives off a professional website design, making it feel modern, fresh and open
  • Improves readability, giving a better user experience
  • Drives attention to the most important elements without distraction
  • White space creates a cleaner image. Google has found that it only takes 50 milliseconds for a website visitor to form an opinion, so it is important that your page looks clear and attractive

Appealing call to actions

  • When a visitor is reading through your content they follow visual cues, so a strong attractive call to action is important
  • An action word will make it easier for your users to navigate through your site and find exactly what they want

Use bullet points to segment key information

  • By segmenting information using bullet points it will enable the user to clearly see the important points and will make the information easier to read

Use images correctly and appropriately

  • Ensure that the images you use are of high quality and are appropriate for your brand
  • Try not to use stock images as visitors will most likely be able to notice that you haven’t taken or created them. This can affect their trust in your business and their perception in your level of uniqueness
  • Have a strategic plan, by placing images with the correct content to support what you are trying to show


  • Ensure that the headline sizes, fonts, colouring, button styles, images and spacing are all kept within the brand guidelines. This emphasises that you are a consistent corporate company
  • It is important that each web page makes the visitor feel like they are still on the same website. This will enhance the visitors’ trust in your brand

Be mobile friendly & responsive

  • It is vital that your website is mobile friendly and responsive, as many people access the internet via mobile phones. It is important that your web pages render well on a variety of devices, window and screen sizes

Social media links

  • By placing links to your social media accounts in a visible place on your website it will encourage users to keep navigating the journey of your business through your other platforms

How can we help you?

We hope these tips have given you some idea of how you can improve the user experience for your website visitors. If you need any help with improving your user experience, then why not contact Emerge? Chat with us or email us at [email protected] or phone 01952 632750.

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The benefits of installing a live chat on your website

Are you looking to make a positive difference to your website? Would you like to reach out and engage with your customers online?

Whether or not, there are many similar businesses as your own, you can still be involved with competition on a small or wide scale. You will find that you are constantly analysing your business strategy to see why you are not catching the eye.

We are a branding and digital agency, yet we are part of a very competitive industry. Your company may be in the same position as us. To act on this we have been thinking of ways how we could reach further to potential clients.

One idea was to create a live chat for our website. It is a simple quick way for customers to contact you and it improves customer service and loyalty.

Is this something you would consider for your website? Still unsure? Below are a few benefits why it is considered as a great communication tool.

Try out our chat box

Our chat feature that is located at the bottom right of the screen. You can start a chat with us by clicking the chat icon or the button below. If we are online you can chat with a member of the Emerge team. But if we are offline, please leave us a message and we’ll get back to you.

Start a chat

Possible benefits

  • Some people will find the option a quicker way of getting a response, as sending emails or using enquiry form can be perceived as a slow pace way of contacting. Also, not everyone likes to call up and speak to someone over the phone. Therefore, the feature creates choice.
  • It is a benefit for both you and the customer, as you can both multi task. You can help the customer at the same time as carrying on with your work in the office. Also, you can rapidly respond to more than one person at a time, with several chats open. This is one of the major differences between a phone call and the live chat.
  • A transcript is saved to your device of the chat. This is valuable, so you can refer to the copy for future reference. You can also analyse the chat to make improvements to your website or services. An effective way of doing this is by categorising each chat into different themes and then see if a theme occurs. For example, if you have analysed that a few customers are enquiring about the same certain information then you could use this as advice by making the improvements to your website. Therefore, the information is more accessible. Over time by categorising themes, type of customer, keyword or sales channel, it will enable you to prepare your website to help your customer base.
  • Studies have shown that there is a high chance that your sales will increase. A study by American Marketing Association has shown that the live chat can increase conversions by at least 20%.
  • Improved customer service and loyalty, as live chat is associated with fast responses, so the customer satisfaction levels are high.
  • The feature provides visitors to your website with instant access to the appointed staff, as you can easily navigate who they need
  • It gives a personal feel to the consumers that you care about them and are willing to help with whatever they need.

Watch the video below to hear what the team at think?

73% of customers find live chat to be the most satisfying way of communicating
63% of consumers are more likely to return to a website that offers live chat
42% of customers preferred to give their contact information via live chat, then any other lead generating method
77% of customers won’t make a purchase if there’s no live chat support
46% prefer live chat as it is the most efficient communication method
The feature creates an 8%-20% increase in conversions

How can we help you?

If you don’t have a live chat and are interested in installing one but unsure where to start, or you need some advice, then Emerge can help you – the benefits are great. 

Contact us so we can make a positive difference to your website and customer service. Chat with us, or email us at [email protected] or phone 01952 632750.

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