To obtain a 360° perspective, we assess applied methodologies, list and categorize the available data sources, conduct interviews with all stakeholders, and apply mapping/observation techniques.

Customer Profile Perspective

Target market segment profiles and customer life cycles generate very different customer experience journeys.

Therefore, we firstly review the applied methodologies behind the actual target customer segments, personas, and customer experience journeys. We'll also suggest further segmentation and profiling enhancements when opportune.

Customer Journey Map

In order for us to create a sound picture of possible short term improvements, we map and evaluate each single customer touchpoint along each of the selected customer journeys.

Create Information Insight

Thirdly, we'll collect and review all unstructured and structured product -and customer data sources to understand the available datasets required to understand the funnel performance in step 2.

To monetize the various customer metrics behind the revenue conversion funnel performance, we firstly have to complete the various product and customer insight perspectives.

Creation of Analytical Datasets

We firstly convert all unstructured and structured product -and customer data into analytical datasets necessary to conduct the statistical analysis required to understand past, current, and future customer behavior.

Revenue Performance

The analytical datasets allow us to conduct a series of statistical analysis of the revenue performance of the concerned product/customer segments (e.g. shopping basket and RFM analysis).

CLV

To gain a better understanding of customer churn and loyalty metrics, we assess the customer lifetime value potential of the segment(s) involved. Depending on the situation, the technique to arrive at a sound LTV may vary from future projections to the use of AI-based statistical models.

Funnel Metrics Benchmark

In addition, we benchmark the relative performance of the identified relevant customer journey funnel metrics against the main competitors.

Agreed Objectives

To understand the required investments and potential ROI, we firstly agree on the revenue objectives and the required performance marketing budgets.

Funnel KPIs and Leading Metrics

Subsequently, we set the funnel KPIs and leading metrics followed by the articulation of the omnichannel strategy for each stage of the customer journey funnel.

Prepare for Success

At this stage, the majority fast majority of our focus is on the design of the tailored omnichannel strategy. The goals is to be relevant throughout the customer journey by ensuring truly personalized engagement and relevant content.

In addition, we need to list and select the required (software) tools to ensure the best possible operational program execution.

In step four, we jointly implement the actual pilot, during which we will tap into our full palette of experience and expertise catering for optimal results.

Continuous Hands-on Support

Our ongoing support involves not only coaching sessions and support, but also the use and guidance of predictive analytics and dynamic segmentation to optimize each stage of the pilot program.

Real-time Analysis

In anticipation of continuous corrective actions during the initial phases of the program, we utilize predictive analysis and real-time review tools on an ongoing basis.

Drive Results

Our commitment ...we provide our full support as long as it requires to bring the right level of implementation consistency reaching the agreed goals.