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Research reveals good news for retailer and customers

Updated: Dec 28, 2020

Electrical retailer The Good Guys has been recognised by consumers and business decision makers as the top Furniture/Electrical Store for the year in Roy Morgan Surveys.

With 50,000 consumers and 12,000 business decision makers responding to the surveys, the research has revealed that The Good Guys has once again earned the top spot for customer satisfaction, a title which The Good Guys says means a great deal to the team.


“We know that we are only in business because of our customers so we make customer satisfaction our top priority,” said The Good Guys spokesperson.

“We are just very proud to have such a terrific, hard working team that strive to deliver great customer service everyday.”

The Good Guys beat competitors Harvey Norman, JB Hi Fi, Dick Smith, Retravision and Betta Electrical, as well as furniture retailers Ikea and Fantastic Furniture, to win the award.


OLIVER AND YORK AND THE GOOD GUYS

Oliver and York is a Public Relations, Marketing Services and Digital Content Agency based in Melbourne. Oliver and York provide services to The Good Guys including public relations, reputation management, issues management, marketing strategy, content development, marketing services and local area marketing. Oliver and York has also provided support services to assist with sponsorship and community program leverage, including Jamie's Ministry of Food Program, The Block and Disney partnerships.

Q & A with the Oliver and York team lead on The Good Guys:

How can public relations support marketing services with a client such as The Good Guys?

The Good Guys have become known for doing things well. Since 2010, The Good Guys has given back millions of dollars in support to the communities where their customers and employees work and live. This commitment to the local communities where The Good Guys stores operate is important. Effective communication of these activities can play a key role in customer decision making. Public relations is an effective tool in leveraging these activities. Highlighting interesting and engaging marketing activities for companies such as The Good Guys using public relations has become a fundamental part of the marketing and communication program. Often, PR does not work in isolation and companies such as The Good Guys know this. Strong leadership, effective marketing and communication strategy underpinned by the delivery of remarkable retail is at the core of the offering.

Why is public relations planning important in retail?

Retail is an ever-changing landscape. The consideration of retail leaders is constant and evolving. Managing customer expectations and delivering exceptional retail experiences both online and in store is the key focus. It is the secret to retail leadership in Australia and internationally. Developing a proactive public relations plan is important in retail. The plan allows for senior leaders within the business to identify the key talking points to reinforce both in the short and the long term. Great retail focuses on the day to day, while having a clear strategy year on year. Individual stories and messaging are developed to reflect the daily trend while speaking to the greater strategy at play. Good retail leaders in marketing and the greater business know this. And those who have a public relations plan in place are prepared and at the ready for both the opportunities and challenges that arise.

What does Public Relations mean to retail employees?

You often see a bounce in the step of retail employees who have seen the company they work so hard for in the news in a positive light. Giving away trips to Disneyland on the Today Show or following Jamie Oliver as he cooks his famous Cracking Burger with the latest Breville appliance on Ten News, there is always something interesting that people want to see. There is a lot of work that goes behind those moments. And for those few minutes, this work bubbles to the surface and the joys of working with a client that gives back comes to life. The HR and People departments call it morale and retention. We just call it leverage of what the company is already doing. A good retailer does not let the story go unnoticed but engages a company like Oliver and York to refine, authenticate and drive effective public relations programs. Working together, great things can be achieved.