Customer engagement model
Developing lasting customer relationships needs to prioritise the engagement, experience, and service across every channel and every touchpoint of the customer journey.
What we can do for you
We believe that customer engagement, which is the process of interacting with customers digitally and physically across every channel and every touchpoint of the customer journey to develop lasting customer relationships, can be strengthened or diminished with every customer interaction.
We work closely with you to define customer personas based on your target market, and prioritise them based on strategic importance in alignment with the marketing strategy and overarching business strategy.
We help you to undertake an analysis of the customer journey across the customer life cycle by mapping channels and touchpoints, and identify the pathway and pain points of personas. In this process, we work closely with you to identify the marketing tactics that are used to engage with personas.
Because we know that different organisations vary in their progress towards an omni-channel customer experience, we help you to determine if the current state of the customer experience is single-channel, multi-channel, or omni-channel, which makes it easy for customers to switch between channels while maintaining a consistent and personalised customer experience.
We work closely with you to design a target experience, which is the desired state preferred by personas, and help you to prioritise a viable and feasible approach for transformation, which is aligned with long-term strategic objectives and supported by a transformation roadmap.
