This may well be a project improving customer engagement, relationships and sales, or it may be about targeting prospects. It could be a rebranding exercise – improving the effectiveness of how you position yourself in your market. Or helping you review your digital capability and creating an effective social media strategy.
Alternatively, you may want to review your business CRM approach to improve your customer engagement and sales infrastructure – to help fill your sales funnel. For each project we create a fit- for-purpose team and make sure they work collaboratively with your own staff. Each project will be clearly delineated with detailed project management schedules,
It sounds simple. But businesses are complex creatures. Markets change. Laws change. Low-cost production gives way to niche marketing: organic growth to merger mania.
We make sure you’re clear on your vision and values
We understand the financial, cultural and wider business issues that affect your business. There is a good reason for it.
We know a well-developed strategy simplifies our everyday marketing job as it makes the implementation of different initiatives more straightforward and definitely more effective.
We provide a “roadmap” to help guide you to achieve ever better results
This could be to improve your brand recognition and branding “storytelling”. It may be about improving your “customer experience journey”. It should be about achieving greater sales results and delivering a higher market penetration and margin. Whatever your requirement developing a good marketing and business strategy is crucial to success.
The benefits are many
Those businesses that develop a well thought out marketing strategy and build that into their overall strategic business process:
- provide the business with increased focus and direction and the ability to identify great growth opportunities
- develop the tools and ideas to fight competitive threats and to gain customers and market share
- ensure the focus is on developing initiatives that support the overall business objectives
- enhance the company vision, mission and values
- provide the foundation of highly focused and effective brand and communication strategies
- increase sales revenue and margins
All this leads to a better approach to delivering effective marketing solutions – across the board; both strategy and communications.
Often, though, there is a breakdown.
We work with businesses to help prevent bad or indifferent experiences leading to lost customers.
Our approach is simple and covers four key points:
We dig deep:
We monitor and assess all customer behaviour – both on and off-line – at each critical touchpoint of the customer journey.
Then we detail these complex customer interactions to understand both the rational and emotional aspects.
We tell the story:
We work to understand ‘subtle meaning’ and make sure we “tell the story” in our customers’ language – and then ensure the importance is understood within the business.
We make it happen:
Our map becomes a compass for the business to build and provide seamless customer experiences. We will also work with you during the implementation stage to embed the new approach within the organisation.
Our approach is to ask all the tough questions, time and again, to determine the ‘real’ state of the customer relationship at critical points of customer contact. A simple and revealing methodology based on proven and tested customer experience practices.
This allows us to ‘audit’ and ‘monitor’ those experiences – both good and bad – to create a ‘Customer Journey Map.’
We will use this Map to feed back into the business to improve the Customer Journey and make sure we help in building effective ‘internal cross-channel’ bridges in order to elevate and enhance customer experiences.
And we have a little fun too in the process of making it happen.
We are an experienced team of customer strategists, thinkers, shopaholics, passionate ‘Vision and Value’ experts, wordsmiths and designers that work together to develop effective strategies, stories and approaches customers can relate to.
The Audit allows you to look at your business through a marketing lens (similar to the approach used to review the financial parameters of any business). The approach gives you an opportunity to see your business from an ‘outside perspective’ through the eyes of key stakeholders (and this could include management, staff or customers).
We respond to you with a full report providing deep insights that will provide an in-depth ‘Health Check’ of your business. You will have a clear view of the state of your current business, the issues and challenges.
After reading the report, you can clearly see where the strengths and weaknesses exist. It will give you direction and an idea of where you should focus your marketing investment in the future. The feedback can sometimes be candid and somewhat challenging to hear. The more open and honest we are in revealing and dealing with the issues raised, the more chance you have of creating and implementing an effective and successful marketing strategy that will help engage your customers, drive the business forward and deliver the long-term results you are looking for.