We use data analytics, market research and proven sales strategies to innovate and enhance your customer experience, support your brand and increase your sales. But first, we help companies and brands gain insights into their customers by:
Data Deep Dive
✔ Understanding your customers' problems,
pain points and challenges
✔ Uncovering your customers' expectations
✔ Analysing and tracking purchasing behaviours
✔ Validating purchasing and selling concepts
✔ Assessing your omnichannel situation
✔ Evaluating brand performance vs. competitors
✔ Monitoring pricing strategies
✔ Identifying your most valuable customers
✔ Defining your customer's 'value language'
✔ Evaluating past creative campaign results
✔ Assessing your company culture
Using qualitative methodologies such as:
✔ Focus groups
✔ Individual interviews
✔ Accompanied purchasing interviews
✔ Staff & management interviews
Using quantitative methodologies such as:
✔ Store intercepts & assessment
✔ Web intercepts & shopping behaviour
✔ Online interviews
Our approach includes four phases:
1. The Discovery Audit
We’ll start with a deep dive into your business systems, structure and data to get a better understanding of who you are and how you serve your customers.
Next we’ll determine how you track and store your data and how you generate data. We’ll interview key stakeholders, sales team and customer-facing staff and managers. It’s a totally immersive look into not just your customer data, but your management structure and company culture. Oftentimes the way a customer experiences an organisation is related to the way employees experience their own company.
2. Strategy
If there is an incomplete set of data, we’ll show you how to put together surveys and tracking methods to get a better idea of how you’re performing. This could involve customer surveys, focus groups, CRM (customer relationship management) & DMP (data management platform) implementation and improved marketing campaign tracking.
We’ll also help you with persona development, needs analysis, survey design, market/database segmentation and a differentiator comparison against your main competitors.
3. Analysis, Journey Map & Plan
After we have a full set of data, we’ll analyse both the quantitative and qualitative aspects of your customer journey and identify your customer experience strengths, weaknesses, opportunities and threats.
We’ll then put together a plan to enhance your customer experience with recommendations and ways to reframe your customer experience at each touchpoint with both systems, software, technology and good old fashioned customer service.
4. Branding, Creative Campaigns & ROI
And lastly, once you have methods to accurately and effectively capture data, an overhauled customer experience plan implemented and tracking, we’ll get our creative juices flowing and develop loyalty and marketing plans.
Before any campaign, we’ll ensure ROI metrics are in place to measure effectiveness. The best part about a great customer experience is watching how its impact ripples out in the world.
