Multi-Channel Optimisation
Stay ahead of your competitors by delivering a world-class joined-up customer experience.
Our Multi-Channel Optimisation Solution
Today’s consumers are increasingly social, selective and well informed, typically interacting with a company via multiple channels. They expect a faster and more personalised customer service; and if demands and expectations are not met, that same technology can be used to tell friends, network, and the whole world about it!
Our Multi-Channel Optimisation service has been developed to help companies:
We look in detail at the journey a customer takes across the communication channels that a company offers. We advise clients how to make those customer interactions more profitable by looking at three key elements: People, Process and Technology.
1. Audit
2. Map
3. Touchpoints
4. Prioritise
5. Socialise
6. Plan, Fix, Measure
Our Methodology Framework
1. Audit
We perform an audit of the channels that your customers and prospects have available to contact your organisation, including metrics, customer satisfaction measurements, and current technical architecture.
2. Map
We help you create visual maps that show how your customers interact with you as they go through the various lifecycle phases. We look at customers’ objectives, emotions and outcomes.
3. Touchpoints
By analysing the customer journey maps, we show you how to review all the touchpoints customers have with you, and where you can make or break your relationship with them, and achieve multi-channel optimisation.
4. Prioritise
We focus on two or three customer journeys that have the biggest potential to increase customer satisfaction, loyalty and revenue, and drill down into the touch-points for improvement.
5. Socialise
The cross-functional nature of the customer journeys means it is essential to have senior stakeholder buy-in from across your organisation before you can start implementing the remediation plan.
6. Plan, Fix, Measure
We define a plan that yields the highest value for the lowest effort and structure a programme of change with key success criteria. This framework is flexibly structured to allow clients to select the breadth and depth of the insight required, to meet their budget and needs
The benefits
Laser Focus
Allowing all company members and stakeholders to understand the strategy and align to the company’s core objective, leading to business success.
Buy-in
Collaborating and communicating at every stage to ensure the client develops their strategy, formulated and agreed by them. We facilitate and add appropriate thinking, knowledge, and methodology.
Measurable
Ensuring success is measurable to allow adaptation and iteration as needed.
Controlled
Delivered through a proven framework, where time and cost are controlled by a stringent program management approach.
Execution Assistance
As needed. Executing the strategy through our expertise in product and project delivery, sales and marketing, monetisation, build capabilities and resourcing.
Great Value
Our expertise and flexible pricing provides great value and a mutually beneficial partnership.
Our Typical Client
Our Multi-Channel Optimisation service is aimed at clients who are:
Typically, this is a solution that mature businesses and agencies – who are on the journey to digitally transform to (re)gain the advantage – require, but we have also deployed this solution for high growth businesses as part of their drive to maturity and continued growth.
Some of our other proven methodologies
Expert Insight
Gianluca Bregoli
Internal Communications Expert