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

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.

Analytics Experts, Remember to Know Your Audience

By | June 10th, 2016|Categories: Analytic Consulting, Business Intelligence, Campaign Management, Interaction, Perspectives|

Even if you’re the smartest person in the room, you still must be able to effectively communicate your knowledge and perspective so that people care enough to really listen. In our technologically advanced world, communication skills are more important than ever — especially in order to combat shorter attention spans and busier agendas...

Recruiting Usability Study Participants: Top 3 Reasons to Hire a Professional

By | June 9th, 2016|Categories: Perspectives, Research + Customer Experience, Usability Testing|

Many companies conduct usability testing to evaluate products, apps and websites. While hosting these studies in-house can help stretch budget dollars, recruiting study participants should be left to a professional firm. Enlisting the right group of participants is critical to maximizing the benefits of the study...

Ready to have a precise dialogue with your customers?

Contact Us