Consumer Experience & Engagement
Connect more deeply and profitably with customers through personalized experiences.
It’s no longer enough to have the right product at the right price. Customers buy from brands that “get” them. But simply tacking on the words “customer-centric” or “customer-first” to a mission statement or mantra won’t convince any consumer that you’re truly in sync with their wants and needs.
Take authentic action to recenter corporate strategy around your customers.
The key to connected customer experiences and more captured revenue opportunities is to intentionally focus your cross-functional teams on your customers and equip them with the right toolsets to take meaningful action. Strategies, roadmaps, techniques, and accountabilities help pull your people from their silos and bring them together to consistently deliver your customer-centric value proposition across all the right channels at all the right times.
With the W. Capra approach to Customer Experience & Engagement you will:
Motivate and empower team members across the organization to act collaboratively in authentically customer-first ways
Differentiate your brand based on what truly matters to your customers.
Ensure that your brand clearly communicates and delivers on its promise by turning plans into actions that enhance the customer experience and exceed expectations across touchpoints.
Maximize revenue opportunities through customer-first strategies and programs that help you capitalize on your most valuable customer insights and relationships.
How We Help
Brand Strategy
Claim Your Space in Customers’ Hearts and Minds.
A well-defined path to brand strategy helps your business capture its differentiating purpose and value. Without this guiding light, companies often struggle with decision making and resonating with customers and employees. Taking the time to create or refresh your brand strategy ensures that your brand becomes known for the things that matter most to the people who matter most to your brand.
Go to Market Strategy
Achieve Sustainable, Profitable Growth in Highly Competitive Markets
Optimize your penetration and footprint in a new or existing market with a strategy that covers all the bases. From deciding where to play to determining how to win and what it’s worth, an effective go to market strategy gives your company a roadmap to sustainable, profitable growth in highly competitive markets.
Unified Commerce Strategy & Deployment
Deliver a Consistent Brand Experience at Every Customer Touchpoint
With ever-evolving consumer expectations, unified commerce positions you to deliver a consistent brand experience at every touchpoint across the customer journey. Unified Commerce aligns people, systems, processes, and data to consistently exceed customer expectations. Achieve true unified commerce with a multi-step strategy designed to transform your organization around a shared vision to modernize the customer experience.
Loyalty Development & Optimization
Help Your Customers Grow Closer to Your Brand
Whether you’re strategizing to enter the loyalty space or evolving a long-standing program, loyalty lifecycle services help you take full advantage of one of the most effective levers you have for building engagement and driving incremental business value. Through a proven approach to developing, optimizing, and managing the right loyalty program for your brand, you can take loyalty—and profitability—to the next level.
Retail Media
Better Leverage Your First-Party Customer Data
There’s lots of hype about retail media networks. And for good reason; They can help retailers monetize first-party data, drive additional revenue streams, and understand individual customer journeys to create stronger relationships. Make the best retail media decisions for your organization by fully exploring your options and investment levels and understanding the ROI and customer impact before crafting your go-forward strategy.
Store & Ecommerce Journey Optimization
Drive a Better Shopping Experience and Increase Sales
A 360° customer experience analysis lets you get to the heart of consumer shopping insights and behavior across store layouts, website usability, and technology effectiveness. By identifying gaps in the current experience and uncovering best practices for improving and optimizing each part of the customer journey, you can make every shopping occasion, trip mission, and shopping venue—both in-store and online—a success for your customers and for your business.
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Staff Augmentation
Keep your business transformation on track.
It can be hard to find the right people with the right skill set for any job these days, and your customer-first business transformation initiatives are no exception. Whether you need senior leadership, IT or payments specialists, business intelligence support, finance or accounting leadership, category managers, loyalty experts, or developers and programmers, recruiting and onboarding the best talent takes time and resources you don’t have to spare.
Whether it’s one of our own well-qualified team members or an industry associate, we make sure you get the talent you need to keep moving forward.
Opportunities for Impact Are
Everywhere. Let’s Get Started.
Contact us to learn more about how we can help.
