CONTACT

Contact me for a free consultation. Our first step is to understand your needs and create a bespoke brief and cost estimation. 

In the meantime, visit my service pages for a good indication of strategic services and deliverables.

MOBILE: +61 435 923 130

EMAIL: chels@chelseyquartermain.com

© 2019 Chelsey Quartermain ABN 99 583 726 241

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CX & MARKETING STRATEGY

STRATEGIC OUTCOMES

  • Know who your customers are and what influences their behaviour, plus where to find them

  • Know what the best experience looks like for your customers before, during & after transacting

  • Validate your products and services with your audience to reduce risk & save budget in the long-term

  • Know the channels that make up the customer experience journey and how they influence outcomes

  • Know your competitors and what you can learn from them

  • Know the experiences your customers are comparing you with

  • Clearly define and design customer experience improvements across your business and products (or part-of)

  • Uncover new opportunities for your brand and market

  • Define the tasks you need to complete and in what order to achieve customer experience goals

  • Know what you need to measure and ensure results with ongoing performance review

  • Define a marketing plan to be present at the right time and place and with the right message for your audience

  • Utilise marketing techniques that drive long-term loyalty and trust and that are compliant (no hacks!)

WHY?

  • Reduce business risk in the wake of increasing customer expectations

  • Delivering great customer experiences results in better business outcomes

  • Plan for long-term success by delighting audiences, encouraging & influencing transactions

  • Reveal business and market opportunities. Predict changing trends

  • Ensure your products are tested and market-ready for the best chance of success

  • Data & privacy matter; utilise marketing tactics that amplify good practice and in return, offer a long-term strategy for business goals

WHY IS CUSTOMER

EXPERIENCE IMPORTANT??

GREAT CUSTOMER EXPERIENCES ARE INDIVIDUAL
 

Are your customer needs at the heart of your business strategy and product design? You might know how and what they do now, but do you know why they do it and who they really are? Do you know if you could be driving more value?

 

Experts predict that, by 2020, customer experience will exceed price and product as the most vital brand differentiator. However, one in three people will abandon their purchase because they can't find the information they need when they need it.

 

Customer Experience design and strategy (CX) is going to be a key function for all organisations who want to achieve long term success. According to research agency, Forrester, the only source of competitive advantage that can survive continuous technology-enabled disruption is "an obsession with understanding, delighting, connecting and serving customers". Together, we will collaborate to deliver great customer experiences within your business, products and services.

HOW DOES THIS

APPLY TO YOUR BUSINESS??

Customer Experience (CX) Strategy & Design can be applied to whole or parts of your business and can apply to internal (eg. employee) or external (your users/buyers) audiences. A strategy can deliver answers to the following questions;

  • Your Customers

    • Can you spend more time with your audience to better understand them and the process they go through?

    • Can you foster a greater sense of co-creation & collaboration?

    • Are you collecting the best data from your audience and their journey?

  • Your Competition

    • What are your competitors doing and what can you learn from them?​

    • What do your competitor's audience expect? Should you be doing the same, or similar?

    • What is your current market position and the market's perception of you? Are those perceptions what you'd like them to be?

  • Your Products

    • Can you re-design or optimise parts of, or all, of your product to generate greater value for our audience?​

    • Can you enable a wider internal responsibility to work more closely with Customer Experience design?

    • Can you create entirely new products & services to optimise and capitalise Customer Experience? 

WHY IS A 

MARKETING STRATEGY IMPORTANT?

An exceptional marketing strategy will be the blueprint that connects your brand and product with the right experience, in front of the right audience at the right time. It will reduce risk and wastage and allow you to measure effectively and efficiently - know when to pivot or enhance what is working. 


A marketing strategy alone, however, is not going to bring long term results. It must be intertwined with a Customer Experience strategy that governs across your business vision, mission, values and tactical goals. It is fundamental that you understand your audience and your audience adopts your vision at all touch points across a business - before during and after transactions and has an exceptional experience. Audience is the centrepiece of all great strategies as they will determine your success and above all, do business with why you do something, not what you do. 


Therefore a marketing strategy is the output of a clearly defined Environment, Customer Experience and Brand strategy - incorporated into all my partnerships in a simple, methodical journey. 

OUR

JOURNEY

STAGE 1 

  • ENVIRONMENT ANALYSIS

    • Existing Data Source Research​

    • Optional Data Performance Review​

    • Current Business Model

STAGE 2 

  • CUSTOMER EXPERIENCE STRATEGY (CX)

    • Audience Interviews & Research
      (Qualitative & Quantitative)

    • Identify Pain & Gain Points

    • Create Customer Personas

    • Customer Empathy Mapping

    • Brand Articulation

    • Micro & Macro Trend Analysis

    • Aspirational Mission Statement

    • Aspirational Customer Experience Map

STAGE 3

  • CUSTOMER EXPERIENCE DESIGN (CX)​

    • Prototype (eg website, app, form, journey)

    • Prototype Testing

STAGE 4

  • OPTIMISATION

    • Change Management Plan

    • CX Measurement Plan

STAGE 5

  • MARKETING STRATEGY

    • Research Against CX Outcomes

    • Enhance Brand & Values

    • Define Tactics

    • Define Marketing Measurement Plan

ADDITIONAL SERVICES

MY 

APPROACH

Data

Innovation

Experience

Content

Brand

Technology

 

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SEEN IN