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
Strategic Marketing and Product Planning
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 work with you to align your marketing activities to your business goals so you are generating the right outcomes that help set you up for success.
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 enable you to identify further insights into your buyer demographic.
We collaborate with you on your product planning and product marketing initiatives, including concept design, business case development, product definition, development, messaging and positioning, launch, beta program development, demo creation, testimonials, customer references, product reviews, sales training, and product support.
To ensure success, you need to understand the key performance indicators (KPIs) that drive success for your business. We help you determine your KPIs, create a metrics and analytics plan to monitor performance and even partner with you to fine-tune your marketing engine to help you perform at an optimal level.
We also help you document your processes through creating playbooks, manuals and other materials to enable your employees to be successful.
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 through your social channels and elsewhere to improve your reach, engagement and conversion.
Customer Experience Consulting Solutions
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 point data, 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 and other tools to move your customers along their journeys.
Retention, Loyalty and Advocacy Program Development
Acquring customers is only a small part of the customer journey. Post-Purchase is where growth occurs.
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 so they will become your lifetime brand advocates. Yet, there are nurturing phases your customers must go through to be able to become lifetime advocates. Thus, you must retain your customers before you can drive loyalty and then advocacy.
We help you develop stronger retention, loyalty and advocacy programs by creating more valuable customer connections and engagements, and diving deeper into analytics to assist you in improving your overall customer experience. We work with you to create proactive customer service and customer success programs to help you and your customers be successful.
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.