Customer touchpoint optimisation
Over the last couple of years we have been concentrating on delivering high quality strategic branding solutions. We started realising that strategic solutions were not all that was needed by a long stretch. In fact, most often our clients were telling us that short, pragmatic, highly tactical projects were more beneficial. So to complement our strategic offerings we collaborated with our clients and created a broad set of tools in line with what they told us they wanted. What resulted is a customer (or consumer or stakeholder) focussed, pragmatic, insight-led (not research-led) programme which our clients can rapidly implement and which is inextricably linked to making them more profit.
Over the last few months we've been hard at work finalising a new set of tools. Used together they are designed to help us help you to better understand your customers and use those insights to find pragmatic ideas to improve your bottom line.
They are designed to help in the area of (what we're calling) Touchpoint Optimisation, in other words, the activities you're doing to improve the customer-facing parts of your business.
We know that when you truly understand your customers, and find ways to serve them better, you can change their behaviour, generating better results for you and a better experience for them.
The Touchpoint Optimisation tools are for carrying out research, generating business improvement ideas, and business analysis of ideas and options.
There are two options:
- A full (end-to-end) Touchpoint Optimisation project
By the end of the project, you'll literally have blueprints in hand for a small set of high impact, highly feasible projects that you can immediately move to deliver and improve your business. Our conclusions are validated, robust, optimisation options that you can move immediately to deliver. Read more about how it works. - Cherry-pick a few of our tools and either run them as stand-alone focussed projects, or as part of a broader piece of work you're doing.
You may not need the full-blown project, and be better off just focusing on one area. For example, your current research approach may be generating lots of ‘findings' but no actionable, clear insights. Alternatively, you may be struggling to find fresh ideas and generate new thinking on how to address challenges and customer insights. We can apply our tools just to those tasks. Which tools, and how we'd deliver them depends on what you really need, and what you see value in. Read more about the toolset.
If the customer Touchpoints in your business, or your internal mechanisms for improving them need attention, we'd love to have a no-obligation chat.
We've got some great case studies of projects we've worked on while developing the toolset, which we'd be happy to share in detail. Drop us a line or read the case study summaries.
Why did we create the Customer Touchpoint Optimisation toolset?
As a company we've been evolving. Our involvement with many clients has grown well outside our traditional remit of ‘strategic branding', and we're providing deep consumer research/profiling, channel-optimisation and focusing on enabling ‘here and now' bottom line revenue change. This is reflected in the people we've got in our teams. Our Strategy Team has a psychologist, business strategists and a range of channel experts - as well as brand and marketing expertise.
The feedback we've had from our clients is that they've valued our ability to combine powerful customer insights, innovative thinking, and our ability to balance it with pragmatic business rigour. They've encouraged us to not just focus on milestone strategic projects, but also more formally develop our tactical services, reflecting their current focus on short-term measureable outcomes.
The Touchpoint Optimisation toolset is the result of listening to their feedback, and formalising what we've been growing into. We've spent a significant amount of time creating, reviewing and testing our tools; we'd love to show you the detail so you can see what you think.
Talk to us
To find out more about our approach to Customer Touchpoint Optimisation contact:
- Martin Grant // martin.grant@dna.co.nz PH 09 375 1592
