Over 80% of consumers seek for information online, respectively, in Social Media before purchasing whether they can trust a brand, product or organization. How content are your customers with your brand? Do you know which of your products – or of your competitors – are particularly often discussed, recommended or criticized? By whom? In which Digital, Mobile or Social Media? Does it show any trend for future consumer behavior?
Creating Premium Market Intelligence by analysis of digital customer reviews, user feedback or discussions in consumer forums regarding quality, price, consultation, variety, availability or efficiency of brands, products and services has certainly a significant influence on your business success.
We identify the touch points of the customer journey which are essential for the purchasing preference . With innovative forms of customer interaction in Digital, Mobile and Social Media – we call it customer engagement – we develop a positive customer experience for exactly those moments which determine your sales.
With 15 years of experience in developing and implementing digital strategies as well as deep insights into different branches we know that Digital, Mobile & Social Media are challenging for almost all companies. The huge variety of application spectrums causes enormous need for counseling and implementation.
In order to show you the tangibility of the variety of tasks, we combined our experiences with Digital, Mobile and Social Media to five ethority Competencies on which we focus in our work as a digital market consultancy:
- Premium Market Intelligence for Customer Experience Management: Customer experience analyses (with the options: cross-cultural, cross-channel, multi-lingual) show you what your customers experience relating to your brand and service packages at the touch points of the particular customer journey. In addition to that, we recommend a benchmarking with your competitors or the Best Practices in the particular segment.
- Premium Market Intelligence for Digital Transformation: Status quo analyses are especially suitable for your company and organizations if you have not expressed a strategy yet and want to find out which chances a digitization strategy has to offer, but also which challenges it entails for companies, staff, processes, brands, products and sales.
However, the greatest benefit can be achieved through a strategic combination of all ethority Competencies across the entire process and value chain of Digital, Mobile & Social Media, including:
- Compelling Strategy: Developing/optimizing customer experience strategy
- Content, Media & Technology: Developing/optimizing ideas and contents
- Engagement: Developing/optimizing customer journey touch points and customer support
- Performance Control: Establishing a customer loyalty controlling system, e.g. by Customer Loyalty Champ
How content are your customers with your brand? The Customer Loyalty Champ analyzes and rates your customer’s trust in your company by predefined theme sets. By the means of significant Key Performance Indicators (KPIs) you obtain precise information on all relevant dimensions of customer loyalty and this way, you learn how your brand products and services are positioned on the market.
- Customer loyalty tracking by DataChamp24 – Customer Loyalty Champ incl. Dasboard 24/7-access for multi-users
- E-mail-alert automated – for relevant terms and topics
- E-mail-alert editorially revised by an analyst – for relevant KPIs, terms, trends and topics
- Customer loyalty analysis (available for various Social Media & Networks)
- Influencer analysis (available for various Social Media & Networks)
- Summary report (per day, week, month)
- Customer support channel analysis