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
03/ DELIVERY
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Service Delivery
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Our service delivery process involves our clients in the development and deployment of a product or service roll-out. This ensures that our clients get the necessary feedback throughout the process. Connectability employs service delivery processes such as customer journey mapping and personas that takes a snapshot of the customer in order to help visualize and implement a more effective service delivery process in the future. Through out this process, Connectability works with organizations to think about their brand, and the components needed to design an effective service delivery model.
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Customer Service Metrics
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Customer experiences should be measured and evaluated to determine what is working and what is not working. Information gathered from customers will drive future customer service initiatives, inform your customer experience strategy, and eventually help improve your customer understanding. Customer experience metrics should be relevant, sensitive to changes in performance, and practical in use. Connectability will work with your organization to create customer experience metrics specifically tied to your organizations goals. Connectability will determine which customer experience metrics are appropriate for your organization based on what is most important to your customer.
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Continuous Service Improvement
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Customer feedback is essential to the continual improvement of your customer engagement strategy. If your customers have something to share, make it easy for them to do so with a contact form or an email address. Feedback, both negative and positive, is an excellent tool to discover the pain points that need improvement. More importantly, in your customers eyes, it shows that you are serious about ensuring top-notch customer satisfaction.
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Connectability assists organizations in gathering and evaluating feedback through formal and informal mechanisms such as online surveys and customer interviews to provide the important insight that your organization needs to continually improve the customer journey and experience.