At M4 Communications, we think different about Marketing and Customer Experience (CX).
We provide our clients with end-to-end Digital Marketing and CX consulting solutions.
With our vast experience working with US, EMEA, and APAC organizations, we know the pressure is on to show a quick profit and favorable customer lifetime value. And, the value must be clear at each stage of the customer’s journey. Organizations must be customer-centric to be able to achieve customer outcomes and drive growth.
Those organizations that make the customer central to their operations, win.
We customize programs unique to your business and market or update your current processes to help you be successful so you can pass on that success to your customers.
Marketing Consulting Solutions
Strategic Marketing and Product Planning
We partner with you to develop a complete marketing strategy that’s right for you. And, we help you conduct competitive analysis and market research to help you position your business in the right niche.
As a result, you’ll be able to align your marketing activities to your business goals so you are generating the right outcomes that help set you up for success.
We also help you determine your specific target markets, interview buyers and create buyer personas, ascertain buyer pains and needs, and based on this information, create buyer journey scenarios. We also help you use insights that you derived from your Win-Loss Analysis program to identify further insights into your buyer demographic.
In addition, we collaborate with you on your product planning and product marketing initiatives.
And, we help you document your processes through playbooks, manuals, and other materials to enable your employees to be successful.
Content Strategy Development
For buyers to trust you, you need to give them the tools to make informed decisions. They want to see a website and associated content that resonates with them. And, they want to see content that will help them be successful and achieve their desired outcomes.
We help you conduct an audit of your current content, create a content marketing and overall content strategy, map appropriate content to specific phases of the buyer journey, create the right content, and distribute your content through your digital and physical channels to improve your reach, engagement, and conversion. We also help you create a content style guide that will help you keep your look and feel and brand voice consistent. Consistency builds trust and customers buy from you because they trust you. A purposeful style guide is an essential tool for building and strengthening your brand identity.
The result? Quicker conversions, improved customer lifetime value, and increased growth.
CX Consulting Solutions
We work with your key stakeholders first to audit your overall CX process by analyzing your customer and business processes to determine where opportunities exist for improvement. From this, we help you prioritize improvements that you will need to implement to improve your CX program.
CX Strategy Development and Refresh
If you’re just starting out on developing a CX strategy, we help you create the vision and strategy for transforming your organization into a customer-centric one. And, we help you execute on the strategy, enabling you to optimize your CX.
If you have a CX strategy, we help you refine it.
We help you develop
-customer journey maps
-customer/operational KPI dashboards
-process improvement framework
All of these elements of CX Design are vital to give the customer the experience they expect. This will help you pinpoint gaps in processes to improve the overall CX. It gives you a single view of what your customer is experiencing. And, it encourages your entire organization to rally around creating the best CX to provide your customers.
We do a complete KPI audit for you to help you determine those KPI’s that will help you achieve your customers’ desired business outcomes and help you grow. We also help you identify insights from your Voice of the Customer program and your KPI data and refine your CX Design.
Then we help you create and map content and other tools to specific touch points of the journey. The end result is an experience that meets and exceeds your customers’ expectations. And it will help them achieve their desired business outcomes.
Customer Engagement Program Development
Acquiring customers is only a small part of the overall customer journey. Post-purchase is where growth occurs.
Nurturing your customers is a continuous process. So, you want to ensure they have an experience they expect each and every time they interact with you.
Your ultimate goal is for your customers to become lifetime brand advocates.
Yet, there are nurturing phases your customers must go through to be able to become lifetime advocates. Thus, you must onboard and retain your customers before you can drive loyalty and then advocacy.
We help you onboard and engage your customers. We do this by first segmenting your customers so you create more valuable customer connections and engagements, and diving deeper into analytics to assist you in improving your overall CX.
As a result, your customers become more loyal and will advocate for you, and most importantly, your customer lifetime value rises.
Voice of the Customer
A strong Voice of the Customer program is at the core of any CX program.
Why? Because according to Bain and Company, while 80% of companies say they are customer-centric, only 8% of their customers agree with them.
Thus, organizations that want to be customer-centric must have some type of voice of the customer closed feedback loop program to be able to improve their customer experience and grow.
We help you determine, from your customer journey map framework, the what’s, when’s, and how’s of collecting feedback from customers, sharing it with your organization, identifying actionable insights, implementing those insights back into your processes to enhance the overall customer experience, and following up with customers to update them on corrective actions taken. We call this full-circle feedback process “closing the feedback loop”.
Forrester says “your buyers want contextual interactions with both human and digital assets across a nonlinear journey. And, by and large, they want their experiences with salespeople to be high value or frictionless.”
Enter Win-Loss Analysis.
Win-Loss Analysis is a definitive process that determines why a sale was won or lost. It’s a key starting point to the customer experience. In addition, it’s an important vehicle for the sales team to understand how they can contribute to an organization’s customer experience initiatives. And it enables Sales to use the information they’ve learned to create more valuable interactions with prospects and customers.
Win-Loss Analysis helps strengthen the sales process, drive better product management, and fine-tune the buyer journey. In fact, according to Gartner, Win-Loss Analysis can improve sales win rates by as much as 50%!