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

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