There’s a word in Japan that describes a core fundamental of Japanese culture: kikubari - the art of anticipating the needs of others. And as a result, every year, Japan holds the top spot for customer service. Put simply, by truly knowing your audience, and responding to anticipated needs you will grow volume and maximise value.
We help organisations create exceptional experiences with their audiences. We empower and upskill your organisation to understand and apply audience insights correctly. And the results are huge, sustainable and far-reaching. Organisations can enhance new audience acquisition through targeted reach, and improve supporter engagement through personalised journeys, in turn developing deeper relationships and encouraging more actions.
- Audience research to create audience strategies, identifying audience segments practical personas to represent these segments
- Customer Engagement Tool implementation and omnichannel customer experience strategy
- Omnichannel audience journey mapping and implementation including email, SMS, WhatsApp and remarketing ads
- Testing roadmaps and exploring personalised customer journeys that achieve your ambitions
- Audience-centricity maturity assessments to create a supporting strategy and roadmap. Measuring internal capabilities to achieve ambitions including people, processes, policies, the prioritisation decision-making.
Benefits
- Reduced audience leakage through enhanced audience acquisition through precise targeting
- Omnichannel journey orchestration to increase conversions and onward engagement for key audiences
- Full funnel reporting and data visibility encourage a culture of experimentation
- Increased supporter engagement and deeper relationships
- Empowered employees to effectivity collect, use and apply audience data
- Overcoming internal barriers to achieve audience-centricity
- Personalised customer experiences throughout the funnel
- Improved organisational effectiveness and efficiencies.