All of our services are underpinned by the voice of the customer… the ultimate arbitrator in determining a clear, precise course for growth. If any of the following sound familiar then maybe it’s time for a discussion with your customers:
- Your customer experience has weak links… you just don’t know which links are the weakest.
- You’ve lost your competitive distinctiveness and sales have followed suit.
- You’re growing faster than you can strategize/manage/measure and it’s impacting customer satisfaction and loyalty.
- You know your brand is showing its age but you don’t know why.
- Traditional marketing channels, strategies and tactics are less effective (what the heck is “influencer marketing” anyway?).
Service Offerings
Brand Evaluation and Development
- Brand strategy development. A strategic roadmap that is the foundation for everything from Marketing to IT to HR
- Market positioning development. Defines the core of who you are, what you do, who you serve, and why what you offer is superior
Customer Knowledge Process
- Decision process definition. Understand “why” customers do what they do in a purchase cycle
- Satisfaction/loyalty. Define “what” are the most important factors of the customer experience to create a long-term relationship
- Segmentation. Define “who” these people are we call customers
Marketing Strategy Development and Planning
- Market/customer needs analysis. Define your market environment and understand how customers’ needs
- Strategy/plan development. Develop a specific, data-driven road work to drive growth strategies and tactics
Multi-Channel Optimization
- Opportunity assessment/customer needs analysis. Define how to optimize the quickly evolving world of collaborative, customer-controlled channels with traditional channels.
- Multi-dimensional segmentation. Define the deeper attitudinal measures that drive behavior and use that to enhance long-term customer relationships
- Campaign development. Create a targeted plan that optimizes the most appropriate go-to-market channels, from traditional to “influencer”
New Product and Service Development
- Develop. Create the concept, investigate market viability and build the business case
- Test. Build an implementation plan and test with the market
- Introduce. Implement, update and launch
Marketing/Advertising Agency Relationship Services *
- Agency Selection and evaluation. Proven processes to select and maintain effective, long-term agency relationships
- Agency compensation and contract development. Get the agency relationship off to a strong start to drive consistency and reduce surprises
- Marketing services organization and structure. Analyze how your organization manages its resources for highest effectiveness
- Media auditing. Ensure your media dollars are working across all channels through regular, in-depth tracking and analysis
Capabilities
Market research (consumer and business-to-business)
- Qualitative
- Quantitative*
- Secondary
- Market/competitive analysis
Strategic Planning
- Market/competitive analysis
- Internal analysis
- Market research
- Financial analysis*
- Plan development
Outsourcing/Execution
- Planning
- Project management/execution
- Manage third party suppliers
Group Facilitation
- Workshops
- Idea generation
Communications/Writing
- Strategic plans
- Presentations
- White papers
- Research briefs
- Marketing/sales collateral
* Executed with partners
Client Experience
- Lowe’s Home Improvement
- IBM
- Toyota
- The Chicago Tribune
- Meredith Corporation
- The Sacramento Bee
- Edward Jones
- GE Capital
- Mercantile Bank (now US Bank)
- Maytag
- Blue Shield of California
- SBC (now AT&T)
- Sprint
- ADC Telecommunications
- Andersen Corporation
- Emerson Electric
Industry Expertise
- Retail
- Financial Services (Finance/Private Equity/Banking)
- Real Estate investment and development
- Information Technology
- Telecommunications
- Media
