Our Services

We help clients succeed by offering comprehensive, customer-focused methodologies and tools that serve as living self-improvement processes for each department in your organization. This along with a carefully designed, pre-developed knowledge base of best practices puts you ahead of your competition.

Solutions

Customer Experience Diagnostics

Employee Experience Diagnostics

Process, People, Information and Technology Improvements

Quantitative Research

Statistical segmentation
Analytics /Dashboards

Qualitative Research

Outside in “Shopping” Experience
Voice of the Customer
Persona development
CX Maturity

Customer Experience (Journey) Mapping

Map outside-in and inside out of all the touchpoints that a customer has with your business
Virtual collaboration
Touchpoint Analysis
Create, Manage, amend and update your maps
Create roadmap of prioritized improvements
Provide variations of maps based on touchpoint, segment, activity, channel and other varying dimensions.
Track and measure the impact and ROI of changes over time

Applied CX/UX/Campaigns – Using CX knowledge

Create segment driven campaigns to optimize acquisition, retention, growth
Develop better messaging/offers and calls to action
Right timing/offer/cadence for UX
Benchmark your customer experience against that of your competitors – compare their competitors’ experiences to reveal competitive best practices and table stakes.

Customer Insights

Qualitative

Ethnographic Analysis
Emotional Journey Mapping

Quantitative

Segmentation
Analytics

Marketing Dashboard development and reporting

Metrics and Reporting Design

The CEM Solution Ecosystem

Marketing & Sales Enablement

Growth Strategies

Brand Value Positioning
Go-To-Market Strategies

Buyer and Prospect Segmentation

Developing Buyer Personas and Journeys

Marketing Diagnostics

Customer Centricity
Operational Effectiveness
Brand Promise through Execution
Touchpoints

Demand Generation

Finding and attracting potential customers
Mapping content to Marketing Automation

Digital/Interactive Marketing

Social Media Channel Alignment
Mobile Channel Optimization

Lifecycle Management

Maximizing acquisition, retention and loyalty

Customer Experience

Customer journey mapping

CRM & Marketing Technology

Technology Strategy & Roadmap

Plan for marketing enablement

Vendor Selection and Management

RFPs
Vendor Partner Optimization

Program & Project Management

Manage and monitor projects to meet business and financial metrics

Innovation & Transformation

Brand Innovation

Organization and knowledge transfer

Change Management

Future Trends and Best Practices

Business Requirements

Defining requirements and prioritizing
Demand Generation
Campaign Management
Customer Databases

vpeck@theeastbaygroup.com