Karbon is a social housing provider and is dedicated to engaging with its customers to shape effective services. As part of this we were asked to lead on a project reviewing the role of their newsletters in the development of their relationship with customers.
Research carried out with internal working groups, customer focus groups and via surveys established a desire for a new-look printed magazine. In-depth feedback helped to shape the design and content, and together with Laura White PR we developed a completely new approach where Karbon customers are at the front and centre of all stories. Customers play a central role in the creation of the magazine – suggesting stories, submitting photographs and advising on content topics. The new magazine has been a great success, with research revealing it is read by 78% of recipients, with 72% finding the stories helpful and 65% rating the style as excellent.
At Home with Karbon
“When I was looking to make significant changes to our customer newsletter I approached Twentyseven and was delighted with how creatively the team responded. They flipped the concept on the head and helped us move away from our old ways of working and being more customer and design led. The team go to lengths to take a real interest in your business and your customer and you can see the personal commitment they apply to every project. Working with them feels like a valuable extension to our team.”
