CUSTOMER & BRAND EXPERIENCE
Customer Journey Management
CHALLENGE
- Brand perception = sum of all touchpoint experiences
- High number of touchpoints due to digital technologies
- Silos block extraordinary customer experience
SOLUTION
- Comprehensive inventory & evaluation of all touchpoints
- Best face forward approach: people, digital & hybrid touch
- KPI-based continuous touchpoint quality improvement
From selling a commodity to creating an experience, selling a story and increasing customer value describes the required paradigm shift in B2C and B2B customer relationships. All touchpoints (people, digital, traditional media and processes) must be orchestrated along individual customer journeys to create consistent customer & brand experience. Single touchpoint quality level (e.g. lead time order handling) affect conversion rates (e.g. from quote to order) and impacting companies overall business performance. The impact of awareness campaigns can be destroyed by one poor human behavior at the customer touchpoint.
Net Promotor Score & Customer Success Metrics
CHALLENGE
- High customer loyalty and best customer ratings
- Incentivization to improve customer satisfaction
- Identification of improvement potentials
SOLUTION
- Management tool focused on customer experience
- Implementation of a worldwide standard KPI
- Follow up processing for sustainable optimization
The NPS (Net Promoter Score) has become one of the leading KPIs when it comes to measure a companies’ performance along the customer journey – used by the most successful companies of the 21st century. In our understanding the NPS is not just a KPI but a process that helps to improve your customer experience management resulting in better reputation, higher brand awareness and customers loyalty.
Social Commerce / Network Marketing
CHALLENGE
- Untamable masses of social media data flood the internet every day
- Marketers are struggling with traditional target audience definitions
- Trends are evolving in networks and clusters that have huge impact in sales
SOLUTION
- Generate market transparency by holistic network structure analysis
- Detect different contextual networks that are connected to your brand
- Identification of authentic Nano-, Micro- and Macro-Influencers
At graphika we consider ourselves the cartographers of the 21st century. Our mission is the mapping of the so called cyber-social terrain. In the industry, we are known as a social media transparency tool, which uses our patented graphika algorithm to analyze network structures on social media, identifying communities with high affinity for specific topics or brands. These investigations form the basis for the identification of digital target groups, influencers, relevant content and conversations.
Brand Steering Wheel
CHALLENGE
- Traditional brand management is on the verge of its opprtunities and has to cope with entirely new audiences
- Brands are not longer influencing its customers. Brands are judged by influencers sand their followers
- The most comprehensive part
SOLUTION
- Intelligent use of brand development tools like Brand Key and Golden Circle
- Disciplined application of brand tools in terms of a continious corrective to prevent emotional driven gut feeling decisions
- Contemporary and contentwise brand
There are more than a million registered brands in Europe. New brands are emerging on a daily basis, while others are simultaneously disappearing again. The reasons for this vary from brand to brand, but all of them have one thing in common: Every brand is trying to reach as many people as it can. The best-case scenario for a company is to become its customers’ favourite brand, ideally over several generations. What’s needed for such success stories is evident: the product and the people behind it must be special, while the communication must be relevant and to a certain extent extraordinary. With the right experts, tools and a little discipline, any company can become a trusted (favourite) brand.
