Established not-for-profit body The Furniture Ombudsman felt their experience in providing Alternative Dispute Resolution services to consumers and retailers could be brought to bear in the wider retail market. They turned to us to help facilitate this step.
The result, Dispute Resolution Ombudsman, was carefully project-managed from scratch. New branding concepts had to reflect their heritage without being overly bound by it. A highly-bespoke website was required to both guide consumers through complaints and speak clearly to business, gaining the trust of each by always using a tone that reflects their longstanding commitment to independence.
Business development consultancy was also important throughout, working closely with the client to zero in on their key messages. Post-launch we are looking forward to an ongoing relationship to develop and grow their membership base.