CUSTOMER ENGAGEMENT STRATEGY

We can help you realize your marketing potential, from possibility to precision.

Delivering on the promise of customer relevance requires implementing the optimal strategy. Our expert consulting practice develops insight-driven strategies that guide marketing initiatives and lead to improved customer engagement.

It’s time to be relevant to your customers, right now. We’ll help you understand where to start and how to harness the moving parts that are specific to your business. In our experience, we see a common evolution to true engagement. Each client falls uniquely within this continuum, and our consulting approach is tailored accordingly.

Customer Engagement Evolution

Establish...

a working foundation
  • Strategic plan
  • Single view of the customer
  • Enabling tools and technology
  • Process development
  • Initial testing

Enhance...

customer engagement
  • Analytic-driven contact strategy
  • Robust testing plan
  • Dynamic imagery and copy
  • Trigger events
  • Loyalty ‘program’
  • Marketing automation

Expand...

into best practices
  • Multivariate testing
  • Optimization
  • Attribution / marketing mix modeling
  • Next best action
  • Apply contextual data
  • Advanced customization
  • Enhanced triggers, with models

Engage...

in a true 1:1 dialogue
  • Automated, triggered marketing in real-time
  • Ongoing response and value assessments by individual customer
  • Omni-channel integration
  • Customer advocacy at the core
  • Customer at the center of entire organization

Last year, we were named a Leader in Customer Engagement Strategy by Forrester Research, in The Forrester Wave: Customer Insights Services Providers, Q4 2015. The report cited our strategy consulting, journey map development, creative services, program execution, and emotional response measurement offerings as the main drivers of our top rank.

Strategic Consulting Capabilities

Our Thoughts in Action

Coding to Correctly Display Emails in Microsoft Outlook

By | August 23rd, 2016|Categories: Email Services, Perspectives|

DPI (Dots Per Inches) scaling is a setting specific to Microsoft Windows. Designed to help readers with visual difficulties, it increases the size of elements within a view port by 150 percent. However, this setting also distorts the uniformity between text, table widths and images within email messages. While Microsoft Outlook converts fonts...

8 Things From UXPA 2016 to Start Doing Now

By | August 17th, 2016|Categories: Perspectives, Research + Customer Experience, Usability Testing|

The User Experience Professionals Association’s (UXPA) annual conference is a great place to learn and network with like-minded UX professionals. Held in Seattle earlier this summer, the event highlighted the latest trends in research methods and offered specific ways to focus on the customer experience. Refresh your UX strategy...

Your CRM is Brilliant – You Just Don’t Know It Yet [Excerpt]

By | July 21st, 2016|Categories: Customer Engagement Strategy, Downloads, Perspectives|

Big data drives marketing decisions. Marketers look at ROI, KPIs, conversions, industry benchmarks, and more. However, the best source of marketing data may not be in the tracking or purchase data — it’s in your Customer Relationship Management (CRM) system.

Ready to have a precise dialogue with your customers?

Contact Us