Are you a Fan Foundry? You are, if you are focused on recurring revenue, customer lifetime value, and embracing digital and social channels to excel. You are, if your online world is a low-friction network, a customer experience ecosystem, an expanding set of interconnected social, mobile and experiential touchpoints that span the arc of each customer relationship, treating each relationship as uniquely as a thumbprint.
Most organizations identify themselves somewhere on the journey:
- working together to improve customer engagement at each touchpoint
- measurably improving service, learning, satisfaction, reputation, loyalty and revenue
- facilitating socially networked audiences as they express their values, build loyalty and shape your brand
- conversing and harnessing data to help you improve responsiveness
What’s your next challenge? Maybe it’s one of the following.
- Technology – increasingly mobile, it advances faster than most organizations can keep up
- Customers – technology-enabled and influential; satisfaction and competition are each just a click away
- Fragmentation – the array of online customer channels requires a frank capability assessment
- Resources – constrained budgets and scarce talent make each decision more critical
The success of any organization requires an integration of customers, partners, communities, enabling technologies, and internal organizational systems and working groups.
How we do it: the “3 C’s”
Content – Content is still king, but Distribution is the queen, and she wears the pants. Whether your content it is delivered to a dashboard or handset, via a website, app, micro-blog, video, webcast, event, sign, whitepaper or person, we help you plan your story arc and develop content that aligns with audiences, journeys and needs. We work with your product and brand stewards to measurably extend reach and resonance, so your impact is greatest where it matters most.
Conversation – Listening and interacting with buyers, customers, markets, and your extended ecosystem is essential for mutual success. Where are the influential networks and nodes? How do people prefer to engage? How can you engage with a human voice and create value together? Whether you seek a full-blown global platform or simply require some engagement guidance, we are here to help.
Conversion – Turning the dotted lines of engagement into a direct link to ROI often requires realignment of people, processes and technology, and possibly doing things differently. We are expert at helping organizations tune and align systems to measurably improve performance.