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Clients look to Marketing Leverage for problem solving, program development, marketing and customer
retention strategy. Our approach to each assignment incorporates the knowledge and expertise
resident in the client's organization, our experience, appropriate research, and a team-based structure
and process.
We guide the discovery that helps clients improve partnerships with their customers. We help design
strategies to leverage every opportunity to improve the customer experience from the moment of initial
attraction through purchase and service delivery.
Each assignment is planned from the start to deliver results that can be absorbed and used immediately
in the client's organization. We seek improvements that are measurable in terms of increased sales,
more profit, or greater customer retention.
Due Diligence for the New CEO
An objective assessment of the relationship strength of the 20% of clients who represent 80% of the
company's revenue, the "due diligence" service helps the new CEO (or head of marketing, client service, account management) understand
the strengths and weaknesses of the organization -- unfiltered by the natural biases resident in the company.
This assessment will make in-person visits to the top clients more productive, and can be used as a catalyst
for change. Also called Retention Assessment, Customer Audit, Market Audit. Sometimes conducted prior to
an acquisition.
Marketing and Customer Retention Strategy
"Yesterday's standard of excellence is tomorrow's price of entry."
Our clients know their businesses, but must continually improve results, defend against aggressive
competitors or enter new markets.
We begin with the fact that a customer's entire experience with the company - from the first
awareness through years of the relationship - shapes their expectations, their desire to purchase, their satisfaction and their loyalty. And their expectations are continually changing. By integrating the viewpoint of customers
into the performance of their organizations, our clients increase retention and perceived value.
The process for making this happen is based on our Customer Asset Value Improvement model; and is customized to each client situation. Key to this process is the
creation of a framework that encourages dialogue and understanding between the organization and its
customers. It builds a common language that is used to design winning products and services and a customer experience that will endure.
Marketing Leverage consultants stay with the client as needed to assist in implementation of these strategies and facilitate
periodic evaluations.
Program Design and Implementation
Executives who are building or upgrading marketing or customer service functions want to integrate best practices for ongoing customer/market input into their organizations. We help these clients design programs to fit the specific needs and culture of their organizations. We have assisted clients in the following areas:
Examples of this work are contained in the Success Stories section of the site.
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