Istrategy document - socialmedia

2. Leverage your customer touchpoints to strengthen your brand and improve customer loyalty;

3. Give your employees the tools to deliver the right experience at every touchpoint; and

4. Take the guesswork out of decision making with proven data and accurate, actionable insights.Whether you are looking to launch a new product, reposition your brand or participate in the social world, Sense IT is committed to assisting you achieve your business goals faster by helping you navigate the emerging media landscape.<br />Our areas of expertise include:<br />Creative Design, Analytics, Technology and the User Experience<br />Understand new and disruptive technologies, Social Media, Web, Portal, CRM, BI and SOA<br />Digital Media Consultants<br />Customer Experience Consultants <br />Visual and User Experience Design<br />What questions do you need to answer?<br />No matter how pressing or how unique to your company, your culture or your market, the questions you’re asking have almost certainly been asked before. <br />How do we better understand and improve our customer’s experience of our services? <br />How do we better understand our brand and align it to our customer’s expectations? <br />Which customer touchpoints are the most effective at driving the results we want and how do we quantify this?<br />How do we keep more of the customers we want and increase their value in the process?<br />We know that customer experience is important, but how do we make a business case for improving it? <br />While the questions may be the same, it doesn’t mean the answers are, or that your situation is not unique. It almost certainly is. Our customers generally know what issues they’re trying to solve, but recognise that there are many possible ways to solve them. They also want defensible data to support their decisions, and a strategic and tactical roadmap they can put into action. This is where Sense-IT can help.<br />Improving your customer’s experience<br />Your organisation needs to define a customer experience strategy and create a roadmap to design, prioritise and implement customer experience improvements.<br />When your stakeholders interact with your company, they engage in an experiential quot;
journeyquot;
across the Customer Relationship Lifecycle that unique to your business. The touchpoints encountered along the way drive that experience. While the importance of customer experience is widely recognised, understanding how to best define, prioritise and improve often proves elusive. What if your company could?<br />Articulate the quot;
ideal customer experiencequot;
from the perspective of your most valuable customers?<br />Build support for customer experience efforts through business case creation and quot;
proof of conceptquot;
initiatives that have low risks and potentially high return?<br />Understand how investments in customer experience can drive ROI?<br />Measure the business impact of customer experience by defining metrics relevant to your objectives?<br />Improving customer experience is important, but knowing where to focus and how to prioritise is the key to designing and implementing those improvements.<br />Customer experience is made up of the interactions between your company and your customers. Improving customer experience starts with understanding what your customers want and need, and how well the current customer journey meets them. Sense IT can help you chart the gaps between your current state and your desired state and define the paths to transform their experience. <br />Build and deliver a stronger brand<br />You want to develop (or validate) a brand strategy that will boost awareness of, loyalty to, and engagement with your brand. You also want to understand how your brand is positioned in the market compared with your competitors.<br />Fundamentally, your brand is made up of the network of associations between your company, your employees, your customers and prospects, and the emotions, attitudes and perceptions those associations evoke. They're driven by the interactions your audiences have with your organisation, those places where you quot;
touchquot;
or come into contact with one another. What if your company could?<br />Identify the gaps in brand perception that have the greatest impact (positive and negative) on brand engagement?<br />Help employees better understand and deliver on the customer experience your brand is promising: increasing customer and employee loyalty in the process?<br />Quantify your brand's position in the market, through brand maps that identify the quot;
white spacequot;
you can defensibly own?<br />Benchmark your brand against your key competitors, and chart a path to strengthen it over time?<br />To strengthen your brand, you need to see and understand it from the perspective of the market, your customers and your employees.<br />What do key audiences believe about your brand? What stories are they telling themselves about you? Sense-IT can help you understand, articulate and prioritise these beliefs and enable you to measure and take the t right steps to improve the value of your brand. By seeing where gaps between brand perception, importance and performance exist, we can assist you improve brand awareness, preference and engagement.<br />Boost customer touchpoint performance<br />Your Company would like to improve touchpoint performance, eliminating the ones that don't work, adding ones that are missing and improving those that need work.<br />Effective touchpoints of all types move customers closer to your organisation, ineffective touchpoints push customers away. As a result, touchpoint performance is critical to customer experience. To improve it, you need to understand what touchpoints exist and how well they work. What if your company could?<br />Eliminate ineffective or redundant touchpoints that cost dollars of wasted marketing or sales investment? <br />See which touchpoints affect customer loyalty the most, either positively or negatively? <br />Add a single touchpoint to address a previously unknown customer need and significantly improve your customer experience as a result that positively influences desired customer behaviour? <br />Re-prioritise your marketing mix to reduce costs and do a better job of controlling the touchpoints that contribute to poor customer experience? <br />By identifying, measuring and improving your customer touchpoints, Sense-IT can show you how to drive significant improvements in customer experience.<br />For most organisations, hundreds, sometimes thousands of individual touchpoints exist; planned and unplanned, positive and negative, controlled and uncontrolled. Sense-IT looks at customer experience through the lens of customer touchpoints. We can help you identify those that work, those that don't, and how to align your investments with what influences customer actions and business results. <br />Increase customer loyalty<br />Your Company needs to increase customer retention and gain a better understanding of what drives customer satisfaction, loyalty and advocacy in order to leverage this knowledge to improve them all.<br />The financial benefits of increased customer/employee loyalty are significant: more loyal customers transact more, are less likely to leave, and are more likely to recommend your company, product or service to friends and colleagues. So where and how can improving your customer experience boost loyalty? What if your company could? <br />Track your customer experience to key aspects of customer loyalty; including the likelihood to recommend, increased wallet share and/or transaction frequency?<br />Identify the individual touchpoints that have the greatest impact on customer satisfaction, loyalty and advocacy -both positively and negatively?<br />Understand how investments in specific areas of customer experience could increase overall satisfaction and loyalty?<br />Keeping the right customers longer begins with understanding where you stand now and how your brand and customer experience drives them to loyalty and advocacy.<br />By measuring brand loyalty-related benchmarks such as current and earned loyalty, and combining these with an understanding of retention and referral drivers, you'll know where you stand and see where to improve. This is where our approach to understanding, measuring and improving customer and employee loyalty, comes in. <br />What is the ROI for customer experience?<br />Customer experience improvements drive bottom-line results but how do you prove that making customers happier can make you and your company happier, too?<br />At its core, the concept of ROI for customer experience improvements is linked to customer loyalty. A better experience delivers more loyal customers, including increased share-of-wallet, positive word-of-mouth or advocacy and retention. In short, customer experience delivers ROI by helping you make customers more profitable, and keeping them longer. <br />What if your company could? <br />See where specific investments in customer experience boost loyalty among your most valuable customers?<br />Identify and eliminate individual customer touchpoints that lead to dissatisfaction, reducing the cost of delivery and improving customer loyalty?<br />Leverage an improved experience to speed movement through your customer relationship lifecycle; moving more prospects to purchase, then on to satisfaction and loyalty?<br />Learn how improvements in experience for the quot;
right customersquot;
can increase their lifetime value?<br />By identifying gaps and opportunities through the lens of customer value, customer experience and business process insights all help to quantify the return on customer experience investments.<br />Optimizing customer experience to drive increased customer profitability is at the heart of customer experience ROI. By beginning with a clear understanding of which customers are the most valuable and why, Sense-IT can help you prioritise investments to increase loyalty, speed progression through the customer relationship lifecycle, reduce costs and increase customer value.<br />Cecily O'Neill | Practice Director Sense-IT Media <br />An innovative executive, consultant and digital media strategist, Cecily assists companies improve business performance by transforming the way they interact with their employees, customers and partners through the use of new and disruptive technologies.<br />Cecily is a creative, strategic and results-oriented leader with wide ranging experience built over a significant career in both the Advertising and Information Technology sectors. Cecily has an enviable track record in providing thought leadership, managing teams and customer engagements, delivering a number of high profile solutions across government, education, resource and financial services sectors. <br />Prior to joining Sense IT, Cecily headed the national Interactive Information Consulting Practice for CSG after successfully helping establish premium consulting firm Change Corporation in the Perth market. Cecily was previously General Manager, Professional Services for HarvestRoad, a leading learning management software company.<br />Previous customers include: Federal Attorney General’s Department, BHP Billiton, Citic Pacific Mining, ConocoPhillips, Commonwealth Bank, Department Child Protection, Department Housing, Fortescue Metals Group, RAC, Tourism WA, Water Corporation.<br />m|+61 400 053 197e|cecily@sense-it.com.au<br />Company Details<br />Sense-IT Solutions Pty Ltd ABN: 67 128 078 07Address: Level 2, 43 Ventnor Avenue, WEST PERTH WA 6005<br />Phone: +618 9481 8111Fax: +618 9481 8133<br />Email: info@sense-it.com.auWeb: www.sense-it.com.au<br />Find us on:<br /> <br /> <br />