Create connected experiences for a lifetime of custom.

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Your customer journey comprises a number of factors.  Not just limited to the online experience but how that translates to an in-store expectation or to your long-term customer relationship.

Your Website
Starting with your website, the User Experience (often abbreviated to UX) is key to the successful performance of any online service or app. Ensuring your users can get what they want, where they want it and how they want it.

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• How easy is your site to use? It may seem simple to you if you've worked on the design or development but the reality to a consumer could be very different.

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• Does it work on a full range of devices?  From phones to TVs and everything in between and beyond.  

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• Does it make sense? Language plays a big part in the successful delivery of objectives.

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• Is it engaging? A variety of engaging content in multiple forms caters for all.

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Site audits and consultancy on all aspects of the user experience can ensure that your website or app delivers optimum results in line with your commercial objectives.

 

Online to In-Store
If you have store locations, you may wish to consider the relationship between that and your website. There may be online solutions that your customers can self-serve at home before visiting you.  We can help you define and deliver solutions to bridge that gap. 

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Repeat Purchase
Once your customers have made an enquiry or a purchase, you want to keep them engaged to convert to a sale or repeat purchase.  Customer Relationship Management (CRM) is vital to securing a lifetime of custom – purchase cycles differ across the retail sector so understanding this and the lifetime value of your customer can help you define a CRM strategy and budget that best suits your business needs.  

 

I can work with you to better understand what these cycles may look like, with timed touchpoints to drive re-engagement and repeat purchases, writing engaging communications to support your plan. 

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