Design & Illustration

Just Hot Tubs - Customer Welcome Packs

Design and create a new customer welcome pack

Client

Just Hot Tubs

Service

Design & Branding

About our client

Established in 2003, Just Hot Tubs has been providing customers with first class hot tub sales and service for almost 20 years. The business has grown steadily in that time, now operating from three showroom locations in Exeter, Plymouth and Reading.

Just Hot Tubs prides itself on their ability to help customers all the way along their purchasing and after-sales journey. Their team will help people find the perfect hot tub, deliver and install it for free and then by right by their side to help them care for their hot tubs for many years to come.

The whole team is very passionate about what they do and giving an excellent customer service, they love hot tubs so much that most of the people working there have their own spas at home!

2020 was a challenging year for every business - with long periods of lockdown, we helped Just Hot Tubs shift their business model from relying entirely on their showrooms to promoting and selling directly from their website with contactless sales and delivery processes in place. By operating more online we were able to help them reach extended geographies and more customers.

Just Hot Tubs - New Customer Welcome Packs 🙏

What we did

First of all we reviewed the whole customer journey from research, to shopping, to delivery, to post-sale. We noticed a gap at the sale/post-sale stage so we set out to plan and create something that would lift that experience, leave a great lasting expression on the customer and at the same time help increase brand referrals and retention.

We created a fun and accessible pack to be given to all new customers at the point in which their hot tub was delivered and installed, it included a number of things including;

  1. Easy-to-digest Customer Care Guide
  2. Money off referral vouchers to give to friends and family
  3. Money off vouchers to be used against the Maintenance Packages provided by Just Hot Tubs
  4. A VIP Maintenance Service card to reinforce the aftercare packages available
  5. New carbon copy sign-off sheets - making it easier for install team and customer to sign delivery
  6. Just Hot Tubs branded tote bag - perfect for shopping or going to the beach
  7. Just Hot Tubs branded insulated water bottle - great for staying hydrated in the office
  8. Just Hot Tubs branded rubber duck - for a bit of fun!

The results

Since the launch of the packs, Just Hot Tubs has seen a greater number of positive customer reviews online, more enquiries for maintenance packages and increased referral enquiries.

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