Lavender rebrands as CX agency in attempt to take advantage of increasing customer focus
Independent agency Lavender is switching its focus from direct and digital to being a customer experience agency as it looks to become more of a business adviser to clients.
The agency, run by founder Will Lavender, said the move would reinforce its focus on a customer first approach and reflect its various offerings in data, creative and technology.
“Ten to 15 years ago, boards were asking what their brand’s CRM strategy was,” said Lavender in a statement. “Soon they’ll be asking about CX. And, there’s a big difference.
“While CRM was about ‘push’ messages that brands wanted to tell people, CX is about recognising customers’ desires and delivering value in an appealing way.
