1 – Strategic Audit Our audit involves a detailed review of the following aspects:
Customer Insight and Understanding – the degree of customer insight and understanding and the capability to take strategic and operational action.
Culture – A review of your vision, mission, organisational values, leadership and communication.
Staff engagement – Commitment levels of your strategy and direction.
Brand- Positioning, attributes, benefits, competitor analysis, values and equity levels.
Customer Experience – Current satisfaction levels, measurement and management.
Importantly we examine whether the above strategic elements are designed and aligned to help you achieve your business challenges.
After the review we provide you with a prioritised list of recommendations that can take your business to the next level.
2. Total Engagement Model®
Our unique templates, processes and tools help align your Brand Advertising, Culture and Customer Experience strategies with complete clarity.
Specifically we ensure the following:
Customer Value Propositions that are unique and increase customer consideration, loyalty and repurchase rates
Brands which truly stand out and have a strong connection to your target market
Strong Internal Culturesthat break down internal silos resulting in engaged staff that work together to achieve a unifying customer goal
Customer Experiences that are worthy of recommendation not just satisfaction
Customer Research & Metrics that strongly link to key business outcomes & provide clear direction on how to improve business performance
This is outlined in our Total Engagement Model® below.
This comprehensive service includes:
Strategy creation
Implementation
Establishment of key performance measures
Processes for ongoing management and refinement.
This Total Engagement Model is comprehensive in its scope, however some organisations only require assistance with specific strategic elements such as brand, customer experience, staff engagement or customer value propositions. These individual services are outlined below.
3. Net Promoter Score®
Net Promoter® is much more than just a research metric or question. Net Promoter® only begins to deliver when you take action against the feedback you receive from customers. By focussing on action rather than on the measurement itself you can achieve reduced costs, increased efficiencies, increased growth and profitability.
One of the strengths of NPS® is that it is easy to understand by all key stakeholders especially staff. However just beacuse it is easy to understand does not mean it is easy to implement. Click on this link to look at our blog article on why DIY Net Promoter Score implementations are destined to fail.
As we are a licensed Net Promoter® Loyalty Partner we can ensure that your implementation follows best practice principles from around the world.
We help you design an end to end Net Promoter® program including:
If you have already embarked on an NPS® program we also offer a Net Promoter Score Audit.
As a licensed Net Promoter Loyalty Partner we can quickly analyse and audit your existing program and in a few days provide your team with a prioritised list of recommendations you can implement to ensure a successful program. This can ensure that your implementation follows best practice principles.
5. Brand Strategy
In our view a brand is much more than a logo or a trademark. It encapsulates everything you are, say and do. We work with you to create outstanding brands that truly stand out and clearly differentiate you from your competitors. Such brands act as an internal beacon for your staff providing clarity of direction and purpose. We have extensive experience in brand rejuvenation/recovery, management and development.
6. Customer Management
Customer Value Propositions - This is the reason why customers consider you, buy from you and stay loyal to you. We work with you to design and more importantly deliveryour unique value propositions so you truly stand out from the competition.
Segmentation Strategies -We develop and design unique segmentation strategies to help you achieve your key business objectives including increasing sales, retention, recommendation and reducing cost to serve.
CRM strategies - Many CRM strategies fail primarily because they are led by technological solutions rather than being based on a robust customer strategy. We focus on developing the right customer strategy first and then we work with you to find technological solutions that can deliver your business goals. We have a strong understanding and experience with Analytical & Operational CRM solutions.
Customer Experience Management - We work with your teams to design customer experiences that are truly worthy of recommendation. Our unique approach utilises our knowledge of the precise planned emotions you need to deliver in order to generate high levels of loyalty and recommendation. Finally we provide you with systems and processes that encourage and enable your staff to continuously find new ways to improve your customer experience.
7. Strategic Market Research
We conduct sophisticated customer and employee research.
Importantly we believe in short strategic conversations not long ineffective surveys. Our research methods have a strong bias to action as they link to your key business goals, which effectively paves the way towards improved business performance.
One of the many cutting edge customer research instruments we use is the Net Promoter Score. In addition to the traditional Net Promoter Score questions we also include questions around best practice customer experience which provides in depth insight and key driver analysis.
The unique aspect about our research services is that we design the research to meet your business objectives & challenges, conduct the survey on your behalf, present research findings and then provide you with a list of prioritised recommendations to improve business performance.
Finally if required we can also help you implement these strategies.
Unlike traditional market research agencies we provide a true end to end service from insight right through to implementation.
8. Staff Engagement
We build processes and systems so all staff and functional areas work together to achieve a unifying customer goal, busting internal silos. Our processes result in engaged staff that fully understand your strategy and who are strongly committed to making it a success.
9. Other Services
Bringing in one of our senior marketers is the perfect way to gain an expert, external review of your strategies.
Marketing Mentoring - If your business has an in-house marketing department that would benefit from the expertise of an experienced, senior marketer Engaged Marketing can help prepare, review and guide your marketing strategy and rapidly accelerate the development of your staff. Providing you with peace of mind and confidence that your strategies are on the right track.
Engage a Senior Marketer - We can help by developing, implementing or just quickly reviewing your marketing strategies. Even if you already have an experienced marketing team this can be an invaluable investment freeing up staff for other important projects. This can provide an objective and fresh view resulting in enhanced processes or the detection of potential problems that can be identified due to the experience and innovative processes of Engaged Marketing.
