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Discreet Marketing
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MethodologyOur five-stage process begins by listening to our clients, their customers and the market.  Really listening!  We aggregate this information, research and data in a way that typically doesn’t exist within businesses. Then we put that foundational insight to work by creating a master blueprint for engagement that drives all customer touch points.

Our Five-Stage Process

Stage 1:  Insight

• We deliver:  Situational Summary -- the foundation for developing a strategic customer engagement plan.
• Our process: We integrate customer, market and company data gathered via discovery-style interviews, data analysis, and research with existing information and efforts. This insight helps us understand the full picture including the customer lifecycle.
• Benefit: Aggregated and Accurate Situational View. We centralize critical insight into a single source that drives strategy. All recommendations stem from this unified bank of information. This ensures the strategy is truly customer-driven.

Stage 2:  Strategic Planning

• We deliver: Engagement Plan -- a high-level strategic framework for determining the programs that will achieve customer engagement, including prioritized customer segments, creative content and media.
• Our process: Here, we define customer segments and bring customer profiles to life. We pinpoint where our clients’ customers “live” and how a product, service or brand delivers value. This allows us to create strategic recommendations for sustained customer engagement along the lifecycle.
• Benefit: Unified, Prioritized Plan. This stage creates a clear roadmap to ensure all programs are prioritized, actionable and on-target.

Stage 3:  Program Design

• We deliver: The specific program elements for a unified customer engagement program launch and ongoing management of all components.
• Our process: This stage is about details. Our teams work with our clients to design the creative concepts and rationale, business requirements, functional specifications for all media channels, and a launch and management plan. This includes determining specific touch points, like email, direct mail, websites, and other on-line and off-line elements for all audiences, including prospects, customers and support channels.
• Benefit: Efficiency, Cohesive Touch points. We create appropriate, cohesive and measurable engagement touch points for each targeted relationship.
  

Stage 4:  Implementation

• We deliver: Market launch of customer engagement programs to target audiences utilizing cross-media and multiple channels as appropriate.
• Our process: Using our Engagement Plan and gathered requirements, we launch ongoing, calculated engagement efforts with built-in testing for accurate outcomes. 
• Benefit: Results. Effective and measurable customer engagement programs are in action.

Stage 5:  Manage & Optimize

• We deliver: Ongoing management and enhancement of customer engagement programs. 
• Our process: We automate program management and deliver program dashboards to our clients.  We measure program results and operational efficiencies to answer “How are we doing?” by using sophisticated tracking and financial assessments. We also provide ongoing optimization recommendations.
• Benefits: Effectiveness. Our efforts ensure our clients’ programs are delivering the greatest ROI.

 

See our case studies for examples of outcomes of our methodology and customer engagement programs at work in today’s customer-centric marketplace.

  

How do we get started?

An initial assessment and consultation will determine which services and resources are required at each stage of our methodology, followed by a proposal with deliverables and next steps outlined. Our intent is to work in partnership to complement, rather than duplicate, a client’s existing resources.

Contact us to schedule an initial discussion.