Developing, maintaining, and growing your customer base creates the solid foothold for the future.

 
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What We Do

 
 

Our Process

 
 

Customer Management Services

We maximize revenue and margin at every step along the consumer decision journey, from acquisition to upsell/cross-sell, to loyalty and retention. We work with clients to analyze the behaviors and needs that characterize their most valuable customers, determine the right objectives (e.g., acquisition versus retention), and identify the best ways of reaching them (e.g., direct marketing and channel strategy).

We help clients quickly integrate massive amounts of disparate and new sources of data, providing a 360-degree, Three-Dimensional view of customers. We also offer new long-term solutions to deliver sustainable impact through analytic support. We also help clients create and monetize loyalty programs and loyalty program data. Lastly, we help clients fine tune the program features to maximize returns going forward.

01. Ideal Customer Profile Development
We create profiles of “ideal,” or best, customers to help identify existing, past, or potential new customers that can best fit this same successful profile.

02. Customer Demographic Analysis
Using your customer demographic and behavioral data, we gain a clear picture of who your customer is, where you’re most saturated, and underserved. We then develop strategies to capitalize on underserved areas for growth.

03. Hierarchical Customer List Development
We develop lists of high probability targets to increase odds of success and use your marketing and outreach resources most effectively.

04. 3rd Party Consumer Data Append
We use 3rd party consumer data to provide a three-dimensional view of your customers. With more detail and understanding, we then improve your message effectiveness with past and existing customers.

05. Market Segmentation
We divide your customer base into detailed segments to efficiently motivate their behavior.

 
 
 
 

Marketing & Messaging Services

We translate consumer insights into concrete initiatives that drive above-market growth. In order to develop deep customer understanding, we employ a range of quantitative and qualitative marketing research approaches plus big data techniques to develop innovative and differentiated marketing strategies that include effective value propositions, segmentation, branding, pricing, and customer experiences.

We identify and source both relevant internal and external data, and work with leaders and frontline personnel to develop internal processes and incentives for profitable decision making. We develop simple tools for the front line and provide training in how to use them.

01. Branding and Message Development
We evaluate past and existing marketing materials and message delivery systems to determine effectiveness and new marketing initiatives.

02. Online Customer Feedback Services/Analysis
We provide customer survey tools and expertise to gain large population feedback on motivation, messaging effectiveness, and future market potential. By doing this, we gain generational and activity level insight.

03. Focus Group and Customer Feedback Systems/Analysis
We provide focus group and customer interview facilitation to gauge motivation, messaging effectiveness, and future market potential.

04. A-B Messaging Effectiveness Testing
We run message content and delivery method comparison testing to create the best marketing method practices.

05. Customer Retention Strategies
We review customer attrition rates and past customer profiles to develop best practices for both retention and lapsed customer motivation.

 
 
 
 

Business Reviews & Audits

Design your organization to reduce costs, drive growth, and strengthen both short-term performance and long-term organizational health.

We assess the strengths and weaknesses of the current organization and design a robust new structure. We make sure the design focuses management attention on the strategic priorities and critical operations of each business unit to drive accountability and ensure all units have clear performance measures.  

01. Marketing and Metrics Audits
We conduct in-depth interviews with stakeholders, and review current performance metrics and data sources to ensure a 360-degree view of business line performance.

02. Sales and Performance Metrics Assessment
We review employee performance metrics to create a comprehensive performance program focused on success. We ensure your KPIs are aligned with your mission and systems improvement.

03. Program Management Systems Evaluations
We review business line management systems to ensure the right people, the right positions, and the right performance metrics are in place for a focused team.