driving brand engagement through CONSUMER INSIGHTS
Case Study: Voice of Customer research informed us that the website plays a critical role in the consumer journey. Conducted content efficacy and UX studies; learning indicated need to focus on three core areas: Education, Assistance and Engagement. Website was overhauled to align with customer journey and create an omni-channel experience that provided the consumer the necessary tools to assist with the selection process while driving brand engagement and preference.
Giving your brand a voice through customer experience
Case Study: Customer journey mapping, along with voice of customer learning, informed us that while consumers leverage on-line product research for a highly considered product, they value the opportunity to view products in-store and get expert advice as they make their product selections. As a result of customer journey mapping, showroom layout, product presentation, digital presentation and showroom services were all designed to optimize the preferred customer experience. Concurrently, UX testing laid the foundation for the development of an omni-channel strategy that enhanced the on-line experience and connected on-line user experience with in-store experience, differentiating this company in the category.
MARKETING STRATEGY THAT supports your brands & channels
Case Study: Developed proprietary new product launch process incorporating cross-functional team engagement including brand marketing, product, research and development and sales in order to drive efficiencies and reduce time to market in support of four brands and three channels.
BRAND STRATEGY that guides the best brand planning & positioning
Case Study: As a result of an acquisition, a companies’ brand portfolio doubled from two brands to four brands. After completing a brand optimization study, primary research was conducted, market/product segments were evaluated, and each of the four brands were re-positioned in the marketplace to leverage unique, differentiated positions. New creative was developed for each of the brands in support of the new positioning, and a comprehensive communication plan provided a strategic framework to launch the four brands to company personnel, as well as internal and external customers.
MERCHANDISING STRATEGY that produces successful programs
Case Study: Research informed us that a major customer group would appreciate assistance with merchandising our product effectively in their showroom. As a result, the learning from experience mapping exercises was leveraged to develop a “showroom within a showroom” concept that was rolled out to 500+ dealer locations. In store merchandising approach coupled with robust digital marketing played a key role in the marketing plan that was developed in support of this successful program, which realized significant sales and margin increases YOY.