At M4 Communications, we think different about Marketing and Customer Experience.
We provide our clients with end-to-end Marketing and Customer Experience consulting solutions – 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
Overall Corporate Marketing/Product Marketing Strategy
We help you develop a complete marketing strategy that’s right for you. We perform competitive analysis and market research, to help you position your business in the right niche. We help you align your marketing activities to your business goals to help you set up for success. We co-create your product messaging and positioning as well as specific product marketing activities such as launch, beta program development, demo creation, testimonial and product review programs.
Buyer Insights Analysis
You need to know your buyers or you won’t be able to help them. We help you determine your specific target market, interview buyers and create buyer personas, ascertain buyer pains and needs, and based on this information, create buyer journey scenarios. We can also help you create a Win/Loss Analysis program that will help you identify further insights into your buyer demographic.
Lead Nurturing Program Creation
Knowing your buyers is not enough. You need to develop an intimate relationship with them so they will trust that you will be able to help them be successful. We help you build a lead nurturing plan where you help your buyers on their journey. We also work with your Sales and Marketing teams to help you create an aligned strategy that will enable leads to be qualified quicker.
Content Strategy Development
For buyers to trust you, you need to give them the tools to make intelligent decisions. They want content that resonates with them and is going to help them be successful. 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 to appropriate distribution channels.
We work with you to create content and other sales enablement tools specifically for your Sales team. We help you to create an influencer strategy to ultimately enable you to improve your reach, engagement, and support. And, we can help you document your processes through creating playbooks, manuals and other materials to help your employees be successful.
To ensure success, you need to understand what key performance indicators (KPIs) and metrics drive success for your business. We help you determine your KPIs, implement metrics and analytics to monitor performance and even help you fine-tune your marketing engine to help you perform at an optimal level.
Customer Experience Consulting Solutions
Customer Lifecycle Management
Nurturing your customers is a continuous process because you want to ensure they have a stellar experience each and every time they interact with you. We help you dive deep into analytics to create more effective retention and loyalty programs, as well as improve the overall customer experience.
Customer Journey Mapping
Customer journey maps are vital to visualize the overall existing customer experience and pinpoint gaps in processes to improve the overall customer experience. It encourages your entire organization to rally around creating the best customer experience to provide your customers.
We work with your team to take insights your team has identified and what your customers have provided at various customer touch points and turn them into action. We combine touch points, personas, journey stages and moments of impact to define and create a customer journey map framework for you. Then we help you create and map content to help move your customers along their journeys.
Voice of Customer
In the 2013 Best Practices of the Best Marketers Research Report, Chief Marketing Officers who performed in the top quartile used Voice of Customer programs 68% more often than their lower performing peers. Organizations who 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, injecting those insights into processes to enhance the overall customer experience, and following up with customers to update them on corrective actions taken.