eKourier April 2014

FEATURES

Where Are We on Our Journey? A: You’re a long established

Customer Feedback “Thank you for your very prompt refund on my storage costs when my goods were removed from Airds Road, Campbelltown. I would also like to pass on my thanks to you and Kennards for the very professional and efficient manner in which I have been treated whilst my furniture was stored at your facility. It will be my pleasure to recommend your facility and Kennards, with the very friendly staff and also the very professional manner in which my goods were dealt with. Again many thanks to you all.” “Everything at Yeerongpilly was great. Security, layout, payment system, customer service, tidy venue, great staff, an absolute pleasure. I can’t fault Kennards and would recommend them any day of the week.” “Booking process over the phone and customer service on site at Prospect was very friendly, enabling keypad access was great for our contracted removalists, emailed invoices, clean and tidy site.” “Went looking around for comparison and chose Kennards in 2009. Main factors were 24hr access, variety of storage options and the trailer, trolleys, hoists etc available for use. Always have had very professional staff to deal with at Huntingdale. When I’ve needed to upsize or downsize, it’s been simple. Billing has been flexible and accurate. Overall… fantastic over about 4 years.” “ I just love good customer service and your staff were fantastic at Homebush. Very friendly, informative and nothing was too much trouble. Easy access to unit and great security, will recommend to all.” “Kirrawee was spotless, which made me happy and confident about leaving my possessions there.” “Well organised office. Excellent staff knowledge and professional attitude from Hoxton Park. Clean premises and easy to understand procedures. Friendly atmosphere and “can do attitude.”

family company that people trust. I wanted to work for a company that has those sort of values. When you look at some of the marketing data its interesting how far along that journey we may be. Increasingly 42% of clicks to our website from search are branded. This means the customer is searching for “Kennards” not “storage”. When we look at some of the newer initiatives like Call Tracking we see over 60% of our paid web conver- sions are assisted by phone calls. That’s you, me, the Call Centre all contributing to build that rapport and trust, using FREEDOM and Care to reinforce the Brand. Some of you have commented to me about “Remarketing”. This is the new campaign where images of myself, Phil Howe and Sam’s girls have been following you around websites on the net. This is a new campaign aimed at customers who have already visited the website but not yet converted. Like TV or radio it’s a bit harder to determine how our Brand presence eventually leads to a conversion. The impression rate for Remarketing is staggering. February 2014 had 1.2M impressions! This is where an ad (mostly those images) appeared alongside, above or below a page of content in the Google display network. There were 1,200 clicks and 8 conver- sions in the first month. ally come back and end up in the “Just Kennards” box? Part of that depends on our journey toward that goal... Darryl Hodgson NSW Operations Manager Ultimately though - How many TV, Radio or Remarketing viewers eventu-

W hen I look at the StorMan data and Customer Surveys. I love reading the feedback and seeing the question: Q: How many storage companies did you research? A: Just Kennards.

Then there’s the comments:

“How did you find us? A: Couldn’t miss you mate!”

Or the new job applicants:

Q: What attracted you to Kennards?

9 Kennards Kourier April 2014