SUSTAINABILITY that are tested in the North American market , and then rolled out globally . And we ’ ve been working with The Walt Disney Company since 2007 , currently helping them deliver eCRM campaigns across five key European markets .
“ What I love about what we do is that every client is different . For McDonald ’ s in the UK , who ’ ve had 48 quarters of consecutive growth , market share and sales are not a problem for them – the priority is building and sustaining customer affinity , so our approach is tailored to do that . That means eCRM programs that connect customers to new products and tastes according to their favorites and preferences , and driving them to use new convenience platforms like mobile ordering and delivery . For Hotels . com , who operate in a fiercely competitive and highly-commoditized market , it ’ s very different . Here , we work with the client to identify trends and patterns in customer behavior , and develop multi-channel CRM strategies to intervene with offers and messages in order to restore and retain customer booking behavior .”
According to Ray , the key to Armadillo ’ s success has been “ fundamentally about finding the right people ” and the fact the team has an “ obsession with service ”. That , alongside the company ’ s capacity to change and evolve , has helped it navigate any choppy financial waters caused by major events such as the global financial crash .
The CEO recognizes that you always need to have an idea of where the next major disruption or industry innovation may be coming from , and Ray has already identified the key areas Armadillo will be keeping an eye on over the coming months and years .
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