Customer Strategy & Experience
Connect more deeply and profitably with customers through personalized experiences.
It’s no longer enough to have the right product at the right price. Customers buy from brands that “get” them. And your digital marketing program is your best tool for demonstrating that you do.
Be relevant above all else.
An end-to-end digital marketing approach starts with better insights and ends with better, more authentic customer-centric value propositions delivered across the right channels at the right times.
With the Impact 21 approach to Customer Strategy & Experience you will:
Effectively leverage data to demonstrate deep understanding of individual customer needs and wants, building reliance upon your brand and solidifying long-term loyalty.
Differentiate your brand based on what truly matters to your customers.
Ensure that everything your brand says and does improves the customer experience and contributes to consistency across touchpoints.
Increase digital marketing ROI through improved customer behaviors, more efficient operations, and higher customer satisfaction.
How We Help
Claim Your Space in Customer Hearts and Minds.
A well-defined path to brand strategy helps your business capture its differentiating purpose and value. Without this guiding light, companies often struggle with decision making and resonating with customers and employees. Taking the time to create or refresh your brand strategy ensures that your brand becomes known for the things that matter most to the people who matter most to your brand.
Go to Market Strategy
Achieve Sustainable, Profitable Growth in Highly Competitive Markets
Optimize your penetration and footprint in a new or existing market with a strategy that covers all the bases. From deciding where to play to determining how to win and what it’s worth, an effective go to market strategy gives your company a roadmap to sustainable, profitable growth in highly competitive markets.
Unified Commerce Strategy & Deployment
Deliver a Consistent Brand Experience at Every Customer Touchpoint
With ever-evolving consumer expectations, unified commerce positions you to deliver a consistent brand experience at every touchpoint across the customer journey. Unified Commerce aligns people, systems, processes, and data to consistently exceed customer expectations. Achieve true unified commerce with a multi-step strategy designed to transform your organization around a shared vision to modernize the customer experience.
Customer Data Assessment & Optimization
Maximize Your Marketing Data
Maximize the returns on your marketing data by making sure it is both clean and accessible. Improving data hygiene is one of the easiest ways to improve ROI for future campaigns. The new, and more reliable, insights gained will inform meaningful messages and programs that take customer connections to the next level.
Payments Strategy & Optimization
Increase Sales and Lower Costs with a Customer-First Approach to Payments
Organize your payment ecosystem to enhance the customer experience, take advantage of new technologies, and take steps to reduce fees and risk profiles.
Communications & Campaign Execution
Ensure Your Marketing Messages Reach Your Audience
When resources are constrained, Impact 21 can help manage marketing campaigns, ensuring your digital marketing messages reach your customers and deliver the greatest possible impact. We utilize a multi-channel approach to improve customer engagement and create consistency across offers and channels.
Loyalty Feasibility Study
Get the Answers you Need to Make the Right Choice
Should a customer loyalty program be part of your brand’s strategy to put your customer first? AND is your organization well-positioned to offer and support a loyalty program? Will it deliver relevant value for your customers while contributing to your organization’s growth in meaningful ways? An Impact 21 loyalty program feasibility study can deliver the answers you need to make the right choices for your business.
Loyalty Program Audit Diagnostic
Stay Relevant to Your Customers
Customer wants and needs are dynamic. That means your loyalty program must be too. A loyalty program diagnostic dives deep into the fundamental aspects of your current program to identify the best opportunities to make it work smarter for your customers and your business.
Loyalty Program Development, Optimization, and Management
Unlock Customer Profitability and Build Brand Engagement
Creating sustainable improvements in brand loyalty and, ultimately, profitability takes hands-on strategic management of loyalty programs. Very often, this requires additional resources and expertise, and Impact 21 is ready to jump in. Proper, consistent management keeps programs relevant to customers and ensures your business fully benefits from what customers are giving you back in return.
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