in 4 steps.
A Tailored Performance Program...
Excellent Customer Experience Insight...
Customer Journey Metrics focus…
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.
€ Funnel Performance
Relate the Product / Customer Segment Performance to Financial Outcomes and Customer Equity.
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.
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).
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.
Tailored Use Cases
Benefit from Senior Expert Guidance in the Design and Operationalization of Tailored Use Case Pilot Programs.
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.
Hands-on support in executing, monitoring, and fine-tuning until the expected funnel results are reached.
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.
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.
Our commitment ...we provide our full support as long as it requires to bring the right level of implementation consistency reaching the agreed goals.