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Consultants in business & technology strategies to improve Customer Experience and encourage Outside Innovation


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  Online, Social Media, and Web 2.0 Strategies
Customers.com® Consulting services

 

Need to increase customer acquisition or improve conversion rates? Want to drive cross-sell and up-sell? Need to provide a seamless experience across product lines? Want to develop a profitable social media strategy? Need to improve the customer experience you offer online, on mobile devices, and in your contact centers? Want to engage customers to crowdsource content, engage in viral marketing, and support each other in customer communities?

Our action-oriented approach applies the knowledge from ongoing research and the experience from hundreds of successful consulting engagements. We can help you:

  • Take advantage of Web 2.0 and social media capabilities
  • Better understand and address your target customers' needs, your partners' needs, and your firm's ROI
  • Identify and track measurable benefits from your online investment
  • Correctly staff your online team with the right competencies
  • Identify the technology platforms that will support your customers' key online needs
  • Help you build your business case

Each consulting project is custom-tailored to your business goals and organizational constraints. Our clients' projects often include one or more of the following activities: :

 

Customer Segmentation & Customer Scenarios Identify your key audiences and their most critical scenarios.
Customer Experience Test Drive Test drive your current site using customers' scenarios and measuring success on customers' moments of truth. Provide a prioritized list of remedial actions.
Search and Information Discovery assessment

Evaluate current content and search experience. Identify requirements, goals, metrics and practices.
Online Community and Social Medial goals and priorities Help you establish and/or refine your online community and/or social media strategy and execution plan, including establishing success metrics.
Governance model, Roles and Responsibilities

Identify key roles and responsibilities, advise on reporting structures, recommend what functions should be done in-house and which activities should be handled by outside specialists.
Technology road map

Identify critical technology requirements and dependencies; recommend an objective short list of options, based on your goals, your customers' and partners' priorities and our comprehensive, proven evaluation criteria.
Business plan

Review your current state. Define and validate your key goals and the steps to achieve them. Justify the recommended investments.

 

 

Contact us to configure a project for your needs:
Phone: +1.617.742.5200
Email: consult "@" psgroup.com

 

 

Online, Social Media and Web 2.0 Strategy Consultants

 
   
To schedule a free 30-minute Online Strategy Review:

Call 617.742.5200
Or

The Customers Revolution

Client Engagements

Amazon.com:
Worked with Amazon Services and their retailers to co-design cross-channel retail strategies, customer-critical services, and tactics to speed adoption by retailers.

American Airlines:
Worked with AA.com team to identify and design customer-critical scenarios for travel planning and booking.

Engaged with AAdvantage, CitiCard and end-customers to design more customer-friendly rewards redemption workflows.

Autodesk:
Worked with online leadership and cross-functional teams to refine their online strategy. Drove requirements by interviewing and co-designing with end-customers, channel partners, and cross-functional Autodesk teams. Identified customer-critical priorities and success metrics.

Emerson:
Helped Emerson Electric develop and refine its social media strategy and community support for field engineers. Co-designed online tools with customers and cross-functional teams.

Expedia:
Gathered customer requirements for next-gen online strategy, using customer co-design. Identified new audiences and profitable scenarios that weren't being addressed.

Fidelity Investments:
Gathered prioritized requirements from mutual funds customers and equities clients for Fidelity's current Web site, using interviews and Customer Scenario Mapping.

Symantec:
Developed 5-year online strategy, road map, and organization for Symantec.com.

Village RoadShow:
Critiqued and refined online strategy, including business planning, campaign management, online communities, social media, ecommerce, and partner programs.

Vodafone:
Introduced marketing executives from multiple Vodafone online businesses to customer scenario-based design of Web sites and marketing programs.

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