We help businesses figure out how to best use digital technology and e-commerce to achieve business growth and customer experience objectives. Our consultants define strategy based on the ideal mix of technologies and platforms for your business.
We help with development of a digital road map based on the pillars of revenue generation, cost reduction, customer experience and performance improvement.
Our cross-functional expertise in MarTech, brand, customer experience, customer insight and business management can effectively drive digital transformation and development of e-commerce solutions. We will define revenue and cost budgets as well as performance KPIs to track program costs for success.
Digital Strategy
Define the digital strategy in line with the overarching corporate and commercial strategy
Digital asset audit; Map brand’s global web presence and assess the effectiveness of each asset
Web presence architecture and online marketing strategy
Digital road map for all relevant digital channels and tactics into one actionable plan
Oversee digital action plan and project delivery
Web, Loyalty and Marketing Technology
Research and select the right technology for web, loyalty or marketing requirements
Create a road map to achieve centre of excellence
Help the business understand where its digital presence is now, and also what it wants to be doing down the road
Assist with review and selection of payment service providers and fraud prevention technology for online transactions
Digital Marketing & Analytics
Develop digital marketing strategies
Marketing plans that maximize promotional campaigns to drive sales
Define key performance metrics for success of digital projects
Dashboards required for tracking of customer behaviour, digital marketing activities and e-commerce sales.
Product and Program Management
Business case and project charters for digital and customer experience projects
Subject matter expert for interaction with specialists, functional and delivery teams
Manage product development lifecycle, cost budgets and tracking mechanisms
Define and document user acceptance criteria for digital and customer experience projects
Digital Organisation – People
Digital organisation – structure and responsibility matrix
Resourcing to build a high performing digital team for the business
Coaching the team on delivering on targets and against KPIs
E-Commerce Sales & Operations
Strategic opportunities to drive online revenue and profitability of B2B and B2C businesses
Customer feedback processes and standard operating procedures for e-commerce channels
Content Strategy
Work with your Brand, PR and Communications teams to define a tone of voice for delivery of content via digital platforms
Define content for transactional, transitional and relationship building communications via the digital platforms
Customer Experience
Define customer experience strategy, set a road map for set-up of the call centre and customer service functions within the business
Define standard operating procedures for management of the call centre to support the business
Define and deliver a fantastic online customer experience via all digital platforms to maximize customer engagement and conversion to sales