Unlock full value with
customer lifecycle marketing

We maximise customer return on investment by working across the entire customer lifecycle. We take an insight driven approach to building persuasive value propositions and develop integrated customer experiences and CRM programmes that unlock full customer value

Value propositions

Develop competitor intelligence, cultivate customer insight and identify market trends in order to unearth market opportunities, differentiate the brand and capture market share.
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Value propositions

To cut through the clutter and maintain market share in the face of disruption, brands need to strongly differentiate and continually innovate their offering. We work with brands to develop customer insights that inform how the brand can more strongly resonate with customers, identify market opportunities to differentiate the brand and develop value propositions that drive category growth.
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Customer experience

Optimising the experience across all channels and interactions of the customer lifecycle to maximise customer satisfaction and net promoter score
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Customer experience

The customer experience shapes brand perception and in the immediacy of our digitally driven world, customers want instant gratification. We plan and deploy personalised, omnichannel, data driven customer experiences that delight customers and cultivate brand loyalty. We also institute customer feedback loops to listen and understand how the experience can be continually optimised.
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CRM

CRM programmes that deliver personalised messages and promotions to each customer on an individualised basis
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CRM programmes

Focusing entirely on customer acquisition is a ‘leaky bucket strategy’ resulting in low retention rates and an ongoing need to be acquire new customers at a heavy marketing cost. We plan, build and launch CRM programmes that maximise engagement and increase customer retention. We work closely with brands to prepare their customer data, integrate CRM technology and launch CRM programmes.
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Value proposition design

Brands operating in fiercely competitive markets need to strongly differentiate their offering in order to persuade browsers to become buyers. By knowing their competitor’s weaknesses, emergent market trends and identifying their customer’s unmet needs, brands can develop product innovations and optimise their brand strategy to become the brand of choice among their target customers. In highly competitive industries, products that are entering the market need to out-think (because they can’t out spend) the competition. Don’t underestimate the power of emotion. Consumers are heavily influenced by their emotions when considering a purchase – a brand’s emotional engagement is just as important as the price or the product.

We help brands develop value propositions and market entry strategies that are validated with customer insight and optimised with competitor and market intelligence.

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Customer experience

Customer experience is the strongest predictor of customer retention levels and it is also nine times cheaper to retain a customer than acquiring a new one. In cluttered markets where customers have limitless choice over the brands they purchase, the customer experience is the key point of brand differentiation and the driver of brand loyalty. A delightful customer experience drives recommendations and brand recommendations are 90% more likely to lead to a purchase than traditional advertising.

We help brands retain their customers for longer by building delightful customer experiences and rewards based customer loyalty programmes that increase average order value and customer lifetime value.

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CRM

Loyal customers spend over 50% more with a brand than customers that make a one-off purchase and personalised CRM messages increase sales by over 20%. Simply put, having a personalised CRM strategy increases customer satisfaction levels, customer loyalty and customer lifetime value. By building a single customer view, brands can monitor customer satisfaction (NPS) levels, engage their brand champions and nurture their brand detractors. Our approach to CRM strategy is simple – maximise customer lifetime value by incentivising repeat purchases, delivering personalised offers, up selling and cross selling.

We help brands maximise customer retention and proactively minimise customer churn levels with CRM programmes that deliver personalised messages and web experiences.

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