Networked customers have more influence on the perception and success of brands than ever before. We take care of that.
At Systemic Branding we design cross-channel experiences that are based on the values and positioning of a brand. We analyze both internal and external requirements for smooth implementation. And we ensure that the defined brand experience will be rolled-out within an agreed time frame and budget and monitored on an ongoing basis.
To master the complexity of what are mid to long-term projects, a compelling vision, small steps and transparency are more effective than attempting to execute a single grand design. That’s why we always follow a phased approach allowing fine-tuning and flexibility along the way. As a result, brand experiences can be successfully deployed even for heterogeneous corporations and adapted to their markets – realistically, reliably, and with a satisfactory cost-benefit ratio.
Looking In from Without and Out from Within
A Precise Script for Flexibility
A Precise Script for Flexibility: the Experience Blueprint
Our brand experience blueprint is a key document for a successful rollout. Here we describe our objectives regarding quality, investments, returns and customer satisfaction over time. Moreover, we define in detail all the relevant means to achieve our goals.
Each blueprint covers all specific aspects of a project.
For instance, we develop customer journey maps and propose use cases and narratives. We draft a framework for marketing activities and guidelines for design. We provide role descriptions and requirements for all staff members having direct customer contact.
We define internal and external workflows including cross-channel interactions, interfaces and data management. And, naturally, we set a realistic timeline including clear KPIs and fine-gauge quality gates.
Fixed milestones show one side of implementing a brand experience successfully; another is flexibility in planning – crucial to ensure swift and appropriate responses to shifts in internal or external parameters.
As such, clarifying various scenarios and associated strategic options forms an integral part of our blueprints.
47% of surveyed companies lack a customer experience management process.
[Forrester Research (2008): Obstacles to Customer Experience Success]
75% of all customers use more than two channels to look for, compare and purchase products [1];
85% expect a consistent experience in the process [2]
[1: Oracle (2009): Cross-Channel Commerce: A Consumer Research Study; 2: MyBuys/e-tailing Group (2009): Consumer Insights Survey]
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Back The Central Benefits
Brand Experience Management: More Customers, More Volume
Brand experience management makes a brand stand out from the crowd, enables it to attract and retain a loyal customer base, and effectively increases a company’s revenue and overall worth through customer lifetime value.
1. Strengthen the brand
Integrate channels and touch-points; enable consistency and continuity
2. Increase relevance
Drive personalization; focus on cross-channel interaction
3. Improve loyalty
Ensure employees and partners are customer-focused; achieve customer loyalty through service and experience
4. Push profitability
Reduce costs per acquisition; increase return on marketing
5. Outperform competitors
Lift conversion and retention rates; enhance customer lifetime value
Back Brand Process Management