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Marketing Customer Experience Strategy

Happy customers are loyal customers and a key driver of that happiness is their interaction with your brand across the total organisation. A Customer Experience (CX) strategy will ensure you optimise and continually improve these interactions, delivering higher customer satisfaction rates, increased loyalty and improved revenues and profits.

Flock helps you build a range of capabilities to ensure your customer’s experiences are optimal at all stages of their path to purchase:

  • Customer personas to allow the creation and delivery of a range of targeted and relevant experiences, within the overall vision
  • A distinctive and actionable vision for the entire customer experience – defining what makes your CX different and better
  • Tools to track customer and staff feedback in real time, to identify what is working and what needs fixing across bought, owned and earned channels
  • Building tools and methods for developing employee skills, so that they can consistently deliver outstanding customer experiences
  • Measurement of the business impact of CX investment, using tools like Net Promoter Score (NPS) to show the impact on customer intent

Contact us now to learn how we can help you.