Bringing the voice of your customers into your boardroom and working practices

  • Since 2005 we have built a diverse portfolio of clients. Working with clients in a collaborative way, we’ve delivered results and recommendations that are both practical and actionable.

Our Client Portfolio

Our work for our clients has run from cricket to charities, meat to magazines and wine to wildlife and illustrates that delivering a positive customer experience is relevant to all sectors. By recognising and understanding the needs of all of your customers, including those in vulnerable circumstances, we can enable you to build loyalty and equity from your customers as they travel through the customer journeys you have designed.

Since 2005 we have enjoyed working with a diverse portfolio of clients. As performance marketers, our results speak for themselves from adding 18% to the bottom line within four weeks by building of a more engaging and personalised customer journey when interacting with the contact centre, through improving website conversion by 100% and substantially reducing complaint levels that had threatened to put one client out of business.

We work with clients in a collaborative way delivering results and recommendations that are both practical and actionable. We keep the customer at the heart of everything we do and bring the voice of your customer into your boardroom.

To find out more about how we've helped these clients

  • “I was very impressed with the way RBL quickly got to grips with the issue at hand and developed actionable solutions.”
    Ian Grant - Managing Director, Encyclopaedia Britannica

  • “I worked with Elaine and the RBL team for almost eight years and have always found them to be experts in their field and a pleasure to work with. Their commitment to our business was second to none and I wouldn’t hesitate to recommend the services of RBL – a team who understand customers and customer experience better than anyone else I’ve ever worked with."
    Tazio Gagliardi, Managing Director, Donald Russell (Jan 2015 - Mar 2020)

  • “Working with RBL was incredibly beneficial. They were able to respond to our needs very quickly, with a meticulous and considered approach. We were delighted to see our results improve with their involvement.”
    Andrea Jones, Head of Direct Marketing, Sense

  • Elaine Lee is the best in the business! I worked with her on a multi-pronged fundraising project for our organization and her attention to the elaborate and detailed schedule ensured our transition between phases went beautifully. She was generous with her time and always available to solve issues, no matter how big or small. I hope to work with Ms. Lee again and would highly recommend her to anyone. Her outstanding expertise will ensure success for their fundraising programs as well.
    Heather Foote, Direct Marketing Specialist, The Humane Society USA

  • "I have always found Elaine and her team very knowledgeable and professional. RBL care deeply about donors receiving the very best donor care and they have always helped us with useful and actionable feedback. We have worked with RBL for many years and are looking forward to continuing our partnership with them."
    Shona Barnes, Campaigns Manager, Médecins Sans Frontières

  • "Elaine has the innate ability to listen to issues and play back in a way that helped us to see them from a different perspective and see opportunities we may not have considered. Crucially, Elaine also helped us to articulate and develop a clear customer services strategy to elevate the customer experience, making the process engaging, insightful and one that was ultimately approved with ease at board level.

    Elaine’s approach is always calm, professional, with tenacity and enthusiasm and often injected with a welcome dose of humour! I would highly recommend Elaine to anyone who needs help to understand their current state of play and to develop an effective strategy and implementation approach that supports the future direction of the business!"
    Mark Mainstone, Technology & Business Services Director, Folio Society

  • "I have worked with Elaine for many years on a diverse range of projects including selecting a telephone agency that became a long-term partner, carrying out an audit of our supporter recruitment campaigns and identifying areas for improvements to supporting us through the development of a new campaign. Elaine is a wise and trusted advisor who could always be relied on to ask the key questions to get us to the root of the issue."
    Louise Gibson, RAF Benevolent Fund

NOTE! This site uses cookies and similar technologies.

Our website uses COOKIES to help improve your experience. READ MORE or ACCEPT ALL and move on.


Here we explain what cookies are, how we use them and informs you of your choices.

What are cookies?

Cookies are small pieces of text sent by your web browser by a website you visit. A cookie file is stored in your web browser and allows the service or a third-party to recognise you and make your next visit easier and the service more useful to you.

How we use cookies

When you use and access our website a number of cookie files are placed in your web browser. We use these cookies to enable website functionality and to gain insights into your preferences to the services we provide such as to store your preferences to enable advertisements delivery including behavioural advertising.

We use a combination of cookies such as session and persistent. We also use essential cookies to authenticate users to prevent fraudulent use of our website.

For the full disclosure of the types of cookies we use please click here

More information about cookies

If you would like more information regarding cookies please click here to visit the ICO (Information Commissioner’s Office) website.