Experts in Digital Engagement and Integrated Customer Experience Strategy
With lockdown forcing businesses to reconsider or fast track their digital marketing strategy, they are looking at adapting their approach to better engage customers through utilising digital tools to improve customer experience and drive sales.
Our approach focuses on helping brands better communicate with customers through digital. We’ll help your brand create feelings, become more memorable and useful, while driving responses by deploying the right channels, improving commercial performance and generating more sales, integrating the customer experience seamlessly.
The Fireworx 5 Step Customer Experience Plan.
It’s time to put a plan into action. But what does that entail?
Well, we use a 5 step plan that looks at different areas of focus. As the client, you’ll need to agree the plan. Once agreed, we typically need a minimum of 3 months, so we can put it into action, and develop any marketing or technical assets that will be needed.
Once set, we’ll develop a reporting dashboard, that will allow us to monitor performance, and optimise the customer journey and reviewing success against the targets we have set ourselves. This means investing less on underperforming activity, and focusing budgets into more productive channels.
1: The customer experience plan
You want to better use digital but how?
It’s important to set the goals that will shape your Customer Experience (CX) plan.
First is to agree the commercial targets, as performance against these shapes our unique way of working, as well as indicating measured progress.
2: Mapping the customer journey
We’ll map all of the customer touchpoints across your marketing communication platforms, from awareness to lead conversion, pulling together all available research and insight.
We look at the competitive landscape and identify priorities for your brand to focus on first.
3: Customer research and insight
Customers need a voice within your business. The outcome of this is not just better targeted communications, but also an operational structure that is better aligned with wants and needs.
There are often two major outputs from the mapping exercise:
Identification of areas for improvement
Identification of areas of excellence