Customer Experience

We put the customer at the heart of your business.

Customer experience is everything. The digital-first world offers huge opportunities, but to truly transform your customer experience, you need strategic thinking, a limitless approach and strong partnerships.

Give customers what they’re looking for, when they’re looking for it, and they’ll buy. Then buy some more. Then tell their family and friends, and return time after time because it’s just so easy.

Imagine if:

  1. Your customers could easily move through their journey, without any frustrations and became advocates of your brand.
  2. Your whole business understood your customer journey and their role in delivering an exceptional experience.
  3. The tech behind your business was integrated and enhanced your customer experience.
  4. Your marketing was customer first, channel second and delivered the right message at the right time.

By putting the customer at the centre of your marketing strategy, you produce more effective, personalised messaging that increases ROI and decreases customer churn.

We work with your team to:

  1. To map out your customer journey, establishing your key user touchpoints and what your user should think, feel and do at each stage.
  2. Implement a cross-channel customer-first approach triggering the right message at the right time on the right channel.
  3. Develop the tech behind your customer journey, ensuring platforms integrate with each other and help support your customer lifecycle.
  4. Test and optimise your customer journey to ensure we’re continually delivering the right message to your users.

Our Expertise

We provide CRM to our partners through:

Our customer journey sessions look at your full journey, from the point a user becomes aware of your brand all the way through to when they leave your brand or become an advocate. We’ll identify the current process and how we can develop your customer journey and your tech.

We perform audits, provide workshops, design customer journey maps and deliver consultancy services to help your team maximise your customer experience.

Our team leverages data and customer insights to create personalised campaigns that stand out in an inbox. Providing new email templates, email marketing designs and copywriting, which are rigorously tested to ensure your email campaigns are previewing correctly across all email clients and are performing with your audience.

We use data acquisition methods, insights and profiling to grow your customer base, develop segmentation and ensure compliance — producing relevant, results-focused and data-driven campaigns.

We design automation around your customer journey. Our team assures you target the right user at the right time, incorporating RFM and customer lifecycle modelling to increase ROI and retention across your customer base.

By leveraging CRM insights, we develop a customer loyalty strategy that cultivates a sense of community among your target audience. We use loyalty tools, communications and retention reporting to increase customer lifetime value, retention and advocacy for your brand.

Stay connected with customers regardless of the channel their on. Whether it’s SMS, Push Notifications, Direct Mail, Retargeting or any of our other traditional marketing channels, we’ll put your customer first, making sure we reach your customers on their favourite channel.

Testing is so important in email marketing, it ensures we’re continually developing our campaigns, optimising results and driving better engagement from users. We’ll implement a test-and-learn approach across newsletters and also in automations to ensure we’re making the right decisions for your users.

We use industry benchmarks and historic performance to set KPIs that give you visibility on your email marketing performance. Using subject line analysis and quarterly strategy reviews, we ensure your email efforts are leveraging opportunities through new channels.

We provide one-on-one workshops to your internal team, ensuring your customer journey is embedded in your business.

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