Customer engagement
Acquiring a customer is only the beginning. What happens after that, how you communicate, how you respond, how you make customers feel about doing business with you, determines whether they stay, whether they refer others, and whether they spend more. We help you build the engagement strategy and the capability to make that happen consistently.
What's included
The scope is shaped to your situation, so the specifics shift between engagements. A typical scope of work covers:
- An audit of your current customer engagement: how you communicate, how customers respond, and where the relationship is strongest and weakest.
- A customer engagement strategy that defines the channels, the cadence and the content that will build stronger relationships with the customers who matter most.
- Implementation of the tools and processes needed to deliver the engagement strategy at scale, without it requiring heroic manual effort.
- Measurement and optimisation, so you can see what is working and keep improving it over time.
Who it's for
This service is for businesses that know customer retention and loyalty are important but do not have a clear, deliberate approach to managing them. It is also for businesses that are investing in marketing to acquire new customers but finding that the return on that investment is being eroded by churn they are not addressing.
How we typically engage
Every engagement is tailored, but the shape stays the same.
Understand
We look at how your business currently engages with customers, what the data tells you about retention and satisfaction, and where the biggest opportunities to improve are.
Articulate
We design the engagement strategy, from the overall approach down to the specific channels, messages and moments that matter most in your customer relationships.
Implement
We work with your team to put the strategy into practice, setting up the tools, building the content and establishing the processes to deliver it consistently.
Embed
We set up the metrics and the review process to keep the engagement strategy evolving as your customers and your business change.
Frequently asked questions
How is customer engagement different from marketing?
Marketing is largely about getting customers. Customer engagement is about keeping them and deepening the relationship. The two overlap, but engagement tends to focus on what happens after the first sale.
Do you help with specific channels like email or social media?
Yes, where those channels are relevant to your customers. We start with the strategy and let the channels follow from that, rather than starting with a channel and working backwards.
How long does a typical engagement run?
It depends on the scope. Shorter, well-defined pieces of work can be completed in a few weeks. Larger transformation programs typically run several months, and some run across multiple years. We agree the shape and timeline before we start, with checkpoints along the way.
How do you price your work?
Fixed scope and price for well-defined work, and time-and-materials for discovery and longer programs. We always agree the commercial model in writing before we start.
Will I be working with the senior consultant who scopes the work?
Yes. We also tailor the consultant skillset to your needs and budget, so you get the right mix of experience for the engagement without paying for more than you need.
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