This document discusses how data can be used to accelerate a company's journey to customer-centered marketing. It makes the following key points:
1. Data should be used to gain real-time insights into customers and markets to create consistent, value-driven marketing programs centered around customers.
2. Understanding how customers have changed from passive recipients to active participants and co-creators is important for effective marketing. Digital and social data provides insights into customer passions, behaviors, and trends.
3. The document challenges common beliefs in digital marketing and advocates for approaches focused on customer effort over minimization of effort, speed of data-driven execution, personalization based on customer segments and tribes rather than just individuals.
4. Our promise
Use customer and market
data to enable real time
contextual relevancy. We
will support customers to
ensure they have the right
people, process, data and
technology to deliver
authentic customer
centered marketing
We support: Our clients are
businesses who:
We are different
because we:
We do this by:
CX leaders in
organizations
that strive to be
best of breed
Want to accelerate
customer relationships
and ROI by evolving the
experiences created for
their customers
Applying our programmatic
approaches to provide
integrated audience
understanding, data
strategy, content strategy
and digital experience
design that take each of our
customers on an
accelerated journey to their
customer centered goals
5. Our Story has a hero
CxO
Function lead
Professional
Employee
Developer
Doctor
Teacher
Shopkeeper
Enterprise
Corporate
SME
Start up
Student
Millennial
Parent
Traveller
25. Your position on the insight wheel: where to start
25
• Customer Research
Systems
• Positioning &
messaging research
• Customer Journey
Mapping
• Digital ethnography
• Bespoke segmentation
& persona development
• Top of funnel social data
analysis
• Content relevance
• Campaign
development
Proposition
development
Proposition
testing
Taking
propositions to
market
Market
understanding
UNDERSTAND
Cultural
contexts
Quality of
customer
experience
Engagement
with the
proposition
INNOVATE &
REFINE
MEASURE &
IMPROVE