Marketing Transformation Challenge:
- To define an integrated Customer Experience (CX) Strategy to deliver improved performance and recapture market share.
- Full cross-channel customer journey mapping.
- Flock identified key customer pain points and focus areas for cross-channel integration.
- Assisted with addressing quick wins.
- Defined the integrated Customer Experience (CX) Strategy and 3-year Roadmap.
- Acted as a strategic advisor for digital and CRM initiatives.
Outputs & Benefits:
- CX Strategy and 3-year Roadmap.
- Prioritised CX initiatives for year 1 implementation.
- 90 day turn-around plan for CRM.
- Revised eCommerce delivery & returns policies – generating £250k cost savings.