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The Fylde Clinic is a leading laser Aesthesis Company located on the Fylde coast. Despite their excellent reputation for first-rate service and excellent customer reviews, enquiry levels never seemed to peak above a certain threshold.
M4B was appointed to re-invigorate the brand and implement a solid marketing strategy that not only created front of mind awareness within their target market, but also generated tangible ROI through treatment bookings.
Once those bookings were made, The Fylde Clinic wanted to nurture those customers. They already understood the importance of providing an excellent customer experience, however to sustain their truly personal service whilst growing the business, a system is required.
One of the key focus points was to improve the image of the clinic. Certain material was tired and the website needed bringing up to date, especially since it failed to respond across devices. Our team worked on bringing together consistency across the marketing collateral, so whether a customer picked up a leaflet, visited the Facebook page or landed on the website, a uniform and pleasant customer experience is what they got.
The next thing we had to tackle was the lack of online presence. There was literally no visibility across the search engines for core search terms related to the products being offered by the clinic. Our specialist Search Optimisation Consultants started to re-work the content on the site and put in place a robust search strategy that now has them ranking in top positions for their core products on Google.
We also started to push social and email direct marketing campaigns which created an upsurge in enquiries for the clinic.
We always had in mind that even with the Sales enquiries picking up, we needed a system to help the clinic manage the increase in demand. As Certified Administrators and Developers of Salesforce.com, we implemented a bespoke platform that automated a great deal of the once manual processes. We took paper based consultation forms and turned them into online forms which could be signed via i-pad (no more filing or scanning). Customers now receive automated yet highly personalised e-mails about their appointments. All the team have a 360 view on what appointments they have and anyone can deal with anyone else’s client because they also have a 360 view of the customer.