UNIFIED ENGINE PROPOSITION
One of the biggest challenges facing businesses today is the integration and orchestration of marketing efforts espesially digital activities. This is the case due to the siloed nature of organizations and the manner in which activities are executed, however we believe that a the solution to such a situation is delivered through a holistic system where a core “Relationship Idea” upon which a customer lifecycle is planned and manifested through different touch points and communication channels.
CONSULTING SERVICES
1- RELATIONSHIP STRATEGY
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RELATIONSHIP STRATEGY
No one argues that having good relationships with customers is a major sources of advantage, however the challenge lies in developing an understanding of the inner workings of such relationships, their dynamics and in developing actions that correspond to different situations and different customers.
Using our proprietary tools we are able to understand the nature, intensity and dynamics of relationships between brands and their customers which lay down the foundations of the strategy that aims at moving customers from a state of “inertia” to a state of engagement.
2- EXPERIENCE & REVENUE MANAGEMENT
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EXPERIENCE & REVENUE MANAGEMENT
Customer experience management from our perspective is simply “doing things right”, hence not engaging in such efforts would necessarily result in missing out on opportunities that would have naturally presented themselves. Having said that, success of customer growth strategies and tactics, would to a great extent, dependent on how well these experiences are being delivered.
Our CEM and Growth Management Models are well nit together in a system of layered sequenced communication tracks and activities that is monitored via a holistic customer intelligence framework ensuring continuous optimization. Such an approach offers stakeholders the view and the knowledge in relation to how well the customer base is being managed.
3- INTERACTION DESIGN
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INTERACTION DESIGN
Good UX design is an expression of how well we are able to understand the business needs as well as those of users. We believe that interfaces are a integral part of a business’s value chain therefore customers/users assign more value to brands that have taken the effort to develop intelligent pleasant interfaces.
We generally divide a project into three phases where we start by employing different techniques, to understand the business requirements as well as the users’ needs then develop possible solutions that go through an iterative process of refinement until we obtain a solution that clearly delivers the value intended.
4- SITUATIONAL AWARENESS
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SITUATIONAL AWARENESS
Establishing deeper levels of customer understanding though three modes of analyses:
- Discovery: using our proprietary tool “Intimacy Factor”, which is a survey based relational equity measurement tool, we are able to profile the nature and the intensity of the relationship between customers and brand. Johnson Luke uniquely addresses relationship strategy with this level of rationalization that allows the brand owners to act with surgical precision and to track performance over time. We also employ advanced data mining techniques for segmentation, churn analysis, next sequential product, basket analysis and so on, hence forming the behavioral aspect of the relationship.
- Operation: once lifecycle programs are deployed, it becomes necessary that operational metrics are set in place for optimizing performance of tactical activities
- Value: These are the type of metrics that relate to the return on efforts, investments and programs in terms of customer lifetime value, average spend, cross sell ratios…etc
By setting up a customer intelligence center we are able to define our position at any point in time and to know exactly what needs to be done.