Carat retains Tip Top Bakeries continuing a twelve-year relationship

Last Updated: August 5, 2020By

Following a relationship spanning twelve years, Carat has been re-appointed to the Tip Top Bakeries account – a division of George Weston Foods Limited.  Billings for the account are undisclosed.

Tip Top Bakeries bakes in excess of one million products a day for Aussies to enjoy fresh daily. Brands include Tip Top, one of Australia’s most iconic brands, as well as Abbott’s Village Bakery, Burgen and Golden.

Brett Grebert, Marketing & Innovation Director at Tip Top Bakeries said of the retention: “Tip Top Bakeries have had a highly successful partnership with Carat and we view them as an extension of our team. Their understanding of our business and our customers has enabled Tip Top Bakeries to connect with consumers in a highly effective, creative and efficient manner. We are proud and excited to be continuing this valuable partnership.”

Sue Squillace, CEO of Carat ANZ added: “It’s always a great feeling to retain a long-standing client. In fact, it’s probably the best ‘new business’ win knowing that the retention is an endorsement of our team’s passion and the strength of our partnership, understanding the business challenges and our ability to deliver.  It has been a great association and we will ensure we continue to provide integrated solutions to further strengthen its brand position in Australia.”

The account covers all media, excluding search (TV, Digital, Radio, OOH, Social, Influencers, etc).

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To achieve better sales and profits, most companies could be doing more to cultivate business from their existing customers. However, enthusiasm for customer-retaining strategies must not endanger sound customer-getting efforts. How companies balance the two is the big question. To intensify reaching old customers while still seeking new ones, for many firms, will mean changes in market analysis, planning systems, management incentives, and marketing and/or operations organization. In the rush toward growth, consumer marketers have tended to regard success as stemming from obtaining new customers while unwittingly minimizing the importance of satisfying old ones. It is time for more companies to distinguish between their getting and retaining functions, to assess the balance between them, and to remedy any deficiencies in customer retention. This process requires management to value the potential of current customers and to treat them in special ways to get them to keep coming back. Several major elements should be part of the new marketing mix for customer retention: Product extras Keeping customers frequently requires giving them more than the basic product that initially attracted them. Product extras for individual customers over time can play a sales-expansive role. Reinforcing promotions Product promotion works better when aimed at existing customers. If a marketer knows who these customers are, benefits can be obtained by giving them reinforcing communications. Sales force connections The sales force can play a decisive role in the customer-retention function. At a retail or service counter the salesperson is the focal point of the company's strategy and is the firm to the customer. Post-purchase communication A company must anticipate that some customers will encounter either minor or serious problems after purchasing. If the firm is not ready to hear and correct these difficulties, the customer may not repurchase  or may cancel the the relationship. Whether company or customer is at fault, standby post-purchase activities can be instrumental in saving these customers.

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