Covalent Marketing

The Ideal Customer Experience…sounds elusive. To make it tangible you’re going to need a balanced mix of Marketing and Customer Experience Strategies plus Contact Management.

The number of paths a customer can take to get what he or she wants from a company, coupled with the number of channels, offers and potential interactions with and around the company itself is growing exponentially.  This complexity is daunting.

To make it seem easier, most companies opt to treat contact management as a constraint – x contacts per y number of days.  However, this oversimplification often solves the wrong problem.  It often leaves some part of the organization shortchanged. It also may not consider the factors under which it is logical – even favorable – to initiate a customer dialogue.  Getting the complex mathematics of contact optimization represents research, organizational alignment and effective goal prioritization. Our method CXM2020 allows your organization to understand where it is succeeding and where improvements are needed.   Focusing on three lenses (customer, market, operations) and across three domains (analytics, organization, activities), we jointly create a prioritized plan that allows you to add value to your bottom line and the customer experience in tandem.

We’ll help you graphically recreate and re-craft your customer experience into something that supports your unique value. We’ll assess core customer segments, map your customer lifecycle, define make or break touch points, determine experience preferences and offer new valuable experiences.  We’ll help you create an event and communications hierarchy that shows traceable paths.   We’ll work with you to make sure every experience a customer chooses to have with your organization is a quantifiable win.