On the strength of 10 years’ experience, Adone Conseil helps you implement your Customer-Centric strategy. Our approach: capitalising on customer data and transforming it into a business driver for your company. The challenge is to know and recognise your customer, offer them a brand new one-to-one experience throughout the customer journey before, during and after the purchase.
Single Customer View
Consolidate the data and get a 360° vision of customers.
With the aim of unifying the data and getting a better knowledge of customers, the SCV offers a 360 vision of the customer:
- Set up a single tool for data management
- Recognize the customer at each contact point
- Define data unicity and make them reliable
- Secure the data (GDPR)
- Update in real time the data via connected API (omnichannel)
- Provide value to the data
Establish an individual, continuous and customized relationship with each client and retain them.
Relationship Marketing aim is to meet the goal of customers loyalty and incentives:
- Set up/optimize a platform for activation of omnichannel marketing (e-mail, sms, mailing, push, recommendations…)
Improve the ROI of marketing campaigns by:
- Refining the targets
- Customizing the marketing campaigns
- Defining the right channels
- Performing some A/B Tests
- Managing the commercial pressure
- Redesigning / Setting up lifecycle, welcome pack, anti-customer-churn campaigns…
Offer advantages to customers while collecting data to get to know them and build loyalty.
In order to build customer loyalty and improve the customer experience:
- Setting up a CRM tool
- Deploying a loyalty program
- Optimizing/refining a loyalty program (status, benefits..)
- Enriching customer knowledge (recruitment, data qualification..)
- Building customer loyalty (activation and retention)
- Dematerializing a loyalty program and/ or its benefits
- Integrating a loyalty program into IS
Ensure and improve the customer satisfaction before/during/after the purchase, retain them and boost the customer relationship.
The purpose of a Customer Care strategy is to enhance the customer satisfaction:
- Implementation/redesign of a Customer Care tool
- Optimization of the management process : premiumization, selfcare, customer satisfaction management…
- Customer service automation
- Management of the processing delay priority
Voice of Customer (VoC)
Collect the information regarding the customers needs and wishes according their own words.
Listening all the customers in order to learn about their experiences and thus ensure the best customer satisfaction and brand loyalty. Adone helps you to cover all the stages of a VoC process:
- Implementation of a dedicated VoC tool
- NPS campaigns activation
- Customers feedback analysis
- Optimization/redesign of customer experience
- Increasing customer knowledge (customer engagement, data qualification…)
- Customer loyalty (retention)