01 / STRATEGY
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Communication Planning
At Connectability we work with our clients' to design outreach or communication strategies that provide key information to their customers in order to make informed buying decisions. In working with our clients' we gather and research needed information in order to effectively communicate to specific audience segments. Our plans address how information should be sent out (email, website, printed material, social media and/or presentations), and when. In addition, our plans define what communication channels customers will use to solicit feedback and how that communication will be registered, documented and acted upon. Communication planning plays a major role in change management; and an effective communication and outreach strategy can help customers become engaged, and endorse the need for change, and the steps needed to bring that change about.
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Customer Engagement Design
Our goal is to work with our clients' to develop and design customer engagement strategies that encourage their customers to interact and share in the experiences created for them through that business and brand. When executed well, a strong customer engagement strategy will foster brand growth and loyalty. In developing a customer engagement strategy, our focus is not on revenue extraction, but more importantly on value creation. By focusing on value creation, we are able to highlight the importance of exceptional end-to-end customer experience, great content or strong customer support, rather than focus on traditional sales approaches of convincing the customer of the superior quality of a product or service compared to other options.
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Research & Analysis
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We analyze our clients’ data and work closely with Subject Matter Specialists (SMEs) to gain valuable insights to help us target audiences appropriately. After we have identified the target audiences, we reach out to them to Then we hear directly from our clients' audiences, using focus groups, interviews, and online surveys to further define their needs, interests, and preferred communications channels and determine which messages and design concepts capture and hold their attention.
But the hallmark of our approach is ongoing analysis throughout the life of a campaign. We track qualitative and quantitative information and metrics to gauge progress toward achieving our clients’ goals. We monitor how programs are running, how content is performing, and how audiences are responding so we can constantly update and enhance our tactics to drive action and maximize impact.
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C NNECTABILITY
02/ ENGAGEMENT
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Customer Engagement
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Customer engagement strategies encourage customers to interact and share in the experiences created for them through your business and brand. A strong customer engagement strategy fosters brand growth and loyalty. In designing a customer engagement strategy, our focus is not on revenue extraction, but more importantly on value creation. By focusing on value creation, we are able to highlight the importance of exceptional end-to-end customer experience rather than focus on traditional approaches of convincing the customer of the superior quality of a product or service compared to other options.
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Customer Relationship Management (CRM)
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To ensure services and products are readily accessible and effectively delivered to enhance organizational performance, Customer Relationship Management is at the core. Developing and delivering a sound CRM program establishes and maintains strong working relationships between your organization and your customers; and identifies customer needs to ensure that your organization is able to meet those needs as they change over time and across operational circumstances.
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Connectability will assist in evaluating, designing and integrating the right CRM tools into your organization to more effectively manage and develop stronger relationships with your customers. There are a myriad of CRM tools out there in the marketplace. Having Connectabilty as your partner will shorten the evaluation time and ensure that your organization's procedures and processes are properly integrated into your CRM tool.
