Customer Engagement

Executive summary

Customer Engagement

Today’s customers expect to have a satisfying experience every time they interact with a company. But the nature of those interactions has changed dramatically over the past decade. The proliferation of mobile devices, the importance of social media, the expansion of e-commerce, and the initial implementations of the Internet of Things all have created an environment where customer contact is more frequent and more varied than ever before. Providing the kind of amazing customer engagement that results in long-term loyalty demanding companies completely rethink their approach to modern marketing. Companies that can deliver engagement successfully, and seamlessly, across touch points—are more competitive and profitable. To deliver a world class customer engagement, companies need a well-oiled marketing machine with the four building blocks of data, actionable insights, strategies, and technology. Marketers must flip the model and see the world from their customers’ point of view, and design and builds strategies and brand experiences that connect, inspire, and delight.

The Customer Engagement Solutions I help marketers develop and implement, lower attrition and solidify relationships by tapping customer insights that can only come from understanding their entire shopping experience—in stores, at home online, and now with mobile, and everywhere in between. Customer engagement processes are designed to bring together your siloed data sets and can combines them with demographics, psychographics, share of wallet data, and more.

My methodologies bring the experience and discipline of a seasoned consulting professional, the creative brainpower of a digital guru and deep technical expertise. While I can help you in setting up your CRM to bringing your brand vision to life, that doesn’t begin to scratch the surface of what we can do together. We start by immersing ourselves in your business to understand where you’re at and where you want to go. And then we’ll assemble the right capabilities to help you meet challenges and realize your customer vision. If you want to gain new insights that help you understand your customers, implement engagement strategies and grow sales, we should talk.

 

---

Service Methodology

The Heartbeat of Customer Engagement Marketing: Are you a data-driven marketer?; Are you a marketer who understands beyond the shadow of a doubt what components of your marketing mix are driving interactions along specific stages of the customer journey?: Are you in complete control of customizing the delivery of messages to a tailored audience, across multiple devices and channels?

Over the last five years, new enterprise marketing solutions have emerged that provide complete, granular control—and which have dramatically increased the efficacy of inbound and outbound efforts and the rate at which we learn more about our customers. Many brands know a lot about their audiences, but that knowledge has been traditionally disconnected from the execution of advertising and marketing campaigns. More often than not, brands would simply assume their existing audience composition and estimated reach already served their business goals.

We have advanced to such a point that enables marketers to reduce waste to nearly zero through audience-based targeting methodologies, which tailor brand messages to the granular wants, preferences, and habits of customers. This combination of targeting and customization leads to higher performance and efficiency, squeezing more out of one’s marketing budget.

A modern marketer knows engagement marketing solutions are based on four crucial layers: Technology and Platforms; Analytics; Data; Engagement Strategy. The Data layer revolves around a Data Management Platform, or DMP. The Analytics layer