Don’t let your brand experience let you down
EVOLVE YOUR TOUCH-POINTS
Stale or under developed customer touch-points are a revenue curse. In a flooded market, your audience can always go to that fresh competitor or you can be that brand. One of the strongest market positions is one based on brand experience. It drives referrals, secures loyalty, repeat purchase behaviour and increases your revenue longer term.
Customer Journey Mapping
DESIGN YOUR FUTURE STATE
Upgrade Your Customer Experience (CX)
I will challenge you to clarify who you are.
I’m a marketing strategist and designer with 10+ years of marketing experience working with B2B and B2C companies across Australia and New Zealand. I’ve been exposed to contrasting CX requirements and methodologies, and apply what I’ve seen work to your brand.
You’re not competition
if you don’t
ALL YOU HAVE TO BE IS A LITTLE BETTER THAN COMPETITORS
This brand needed an entire upgrade. Its material was suffering from information overload, inconsistency, and messaging based primarily on the product rather than their target market’s needs. Their market had been receiving direct mail from them for years, but every time it arrived it looked like a different brand. This meant every campaign relied on being a one-hit-wonder, instead of building memorability year on year. By changing their brand look and feel with every campaign, they had no brand equity to capitalise on.
They discovered their biggest problem was that they were unknown or unrecognised by their audience. This made it harder for the sales team to make cut-through. Every single time they got on the phone it was the same story: the person at the end of the line had “never heard of them”. Yet this brand is possibly one of the largest and most credible suppliers in its sector nationally.
Not only that, but they had so many different products, under different brands, under the same umbrella. This was confusing their offering more and more and a brand merge was in order.
We started with the customer journey, plotted a merge timeline, redesigned the website, establish audience segmentation and the collateral suite to suit. Planning lead to a new business model and company acquisition that would better fulfil the needs of their customer journey and future proof their offering.
Developing customer journeys are not just about making brochures or websites prettier. It’s about solving your problems, and the problems of your target market. We can’t always see where that will take us, but the most important thing is that we start.
“The biggest problem you will have is how to deal with others when she leaves them in the dust.”
“Thank you for your great work – it has put us back on the map. Your contribution has been amazing.”
“Anita’s expertise in digital marketing…is at such a high level that she has identified possibilities for growth that we have simply been unable to see.”
“Working with Anita was rewarding as her feedback is constructive and enables people to learn in a positive environment. An asset to the industry.”