Professional Customer Insights and Segmentation Services
Talking at your customers does not work.
Don't just find ways to target your customers. Find ways to connect and create meaningful experiences with them.
Do These Sound Familiar?
How I Ensure That Customer Insights & Strategy Will Drive Outcomes
My customer insights & strategy consultancy process over 6 steps.
1. CX Framework
Segmenting your customers without any personalisation or differential treatment adds little to no value.
As a first step I will work with you to build out a customer experience framework defining the types of experiences that will be generated with your customers.
This helps to:
Avoid creating segments for the sake of it.
Inform the direction of the analysis with clear actions.
Inform how you will stand out from competitors.
2. Data Collection
Having well-structured data sets the foundations for the analysis.
Based on the defined experiences I will then collect and clean the relevant data required for the analysis.
This helps to:
Avoid creating segments for the sake of it.
Inform the direction of the analysis with clear actions.
Inform how you will stand out from competitors.
3. Exploratory Analysis
Conduct an analysis using the customer data.
These insights will form customer cohorts aligned against the core experiences, the customers lifecycle, and general behaviours.
This helps to:
Produce valuable insights your business can use.
Build core customer segments for marketing.
Understand your customers lifecycle.
4. Journey Analysis
Identify and removing the pain points across the customer journeys on your website and app will improve its ability to convert.
Here I analyse the different customer journeys of both high value customers and low value/lapsed customers.
This helps to:
Improve customer experience, and conversion rate.
Understand how marketing can help with these journeys.
Build a strategy to grow more high value customers.
5. Propensity Modelling
Build a model to score a customer’s likelihood to transact or churn from your business.
This will not only allow you to convert customers on the fringe, but also intervene and prevent a customer from churning.
This helps to:
Prevent customer churn before it happens.
Improve customer conversion rate.
Create marketing suppression where relevant.
6. Test & Iterate
Take these insights and use them to engage with your customers in a meaningful way.
This involves experimentation and testing different messaging against the customer segments to see what ones are most effective.
This helps to:
Refine your messaging and customer comms.
Confirm commercial value.
Adapt to market conditions.
This Process Is Proven To Work
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Expert Level Service
I have you covered across the following customer insights & strategy services.
Customer Insights
Who really are your customers.
Customer Segmentation
Build addressable cohorts of your customers.
Customer Journey Analysis
How do your customers interact with your business.
Customer Churn Analysis
Find and prevent customer churn.
Propensity Modelling
Stay one step ahead of your customer.
Customer Strategy
How to best engage with your customer.