We work with clients to develop an end-to-end customer relationship strategy, creating a relationship with a brand through the entire customer lifecycle. In doing so, we define the full ecosystem for user interaction, spanning paid, owned and earned media across digital and physical channels.
Loyalty programs design.
We create customer loyalty programs that build customer lifetime value. For services, we work to lower churn and customer service costs; for product companies, we work to find moments for repeat interaction so the product is top-of-mind when it is time for repeat purchase. Our loyalty work spans program mechanics, digital experience, and communications across email, mobile, social and other channels.
We partner with clients to create, deploy and manage ongoing communications through email, social and social messaging channels. We combine these online efforts with dynamic ad targeting and offline communications efforts to enable regular messaging between customer and brand.
Customer data management.
Digital can be a highly effective customer service channel, and can lower customer service costs by shifting queries from phone and in-person to digital self-service. We work with companies to define a holistic customer service strategy, and then create digital experiences designed to increase customer satisfaction while lowering customer service costs.