Our client is a non profit organization that targets business and community leaders. Through our strategic approach we have helped them build name recognition from scratch. As a result hereof they have developed in only 2 years from a local organization into a well respected authority on their cause and a sought after partner by both the corporate world as the government alike, locally as regionally.
We had the privilege to assist not only in sharpening of the strategic positioning of this well respected financial institution, but were also involved in embedding of these principles in the organization as part of a successful re-branding process.
CUSTOMER EXPERIENCE/CUSTOMER DRIVEN POLICIES
We believe that complaints are unique opportunities given to us by customers who care, to enable us to align the experience we give them with what they really want. After careful analysis of the customer pain points we have developed an complaints policy for our client that through an omnichannel approach ensures that the customer has multiple accessible ways to leave his complaint and that once received this is processed diligently, while a general owner (typically the customer experience manager) guards that lessons learned are permanently rooted in the organization.
CUSTOMER EXPERIENCE/SERVICE STANDARDS/TRAINING
Customer experience as a strategic marketing tool unapologetically demands consistent service that exceeds customer expectations through every customer touch point. This applies in customer retention cases, but also in cases when the customer must be let go gracefully. Our client has engaged us to develop and align its service standards with the company’s core values and provide the corresponding personnel and management training to seal it on all levels.
EVENT MANAGEMENT/PR/SALES & MARKETING
For one of our clients we have been successively engaged with the planning, general coordination, PR, marketing and ticket sales of their annual major one-day conference hosting approximately 300 professionals including government dignitaries and officials. The 2018 event has been rated by 97% of the participants as very organized to extremely organized, representing a 20 percentage points increase compared to the previous year.
SOCIAL MEDIA MANAGEMENT
We manage social media sites for several clients from scripting, promotion, analytics to message handling as first line of support.
STRATEGIC CRISIS COMMUNICATION/CUSTOMER EXPERIENCE
Clear, concise and consistent communication is as crucial for the purposes of promotion as it is in the unfortunate case of an irregular incident or crisis. For a specific client we developed an integrated external crisis communication plan for customers and other stakeholders that not only complies with all procedural requirements, but also takes all customer experience aspects into account for effective service delivery to the most critical audiences.
One of our international clients has engaged us in the development of a business plan for a new business venture to be presented for approval to the government to receive special federal concessions.
Over the years we have performed several online and offline market research, ranging from focus groups, customer satisfaction surveys, after sales surveys, employee surveys, live polling at events.
MARKET SEGMENTATION/TARGET MARKETING
Through market segmentation we helped our client clearly define a niche that is now bringing in new revenues that otherwise would have been left untouched and be profit foregone.
We also do copywriting for advertisements, brochures, websites, e-mail marketing, social media posts, (customer) letters, forms, telephone scripts, press releases etc.