HELLO
IMAGINE YOUR BRAND LIKE THIS
ENGAGEMENT MATTERS
SECTION
1
WHY ENGAGEMENT
WHY DOES CUSTOMER ENGAGEMENT MATTER? Brands today are defined by the fleeting and increasingly chaotic moments of interaction that occur between companies and people. Customers switch platforms up to 27 times an hour, yet they demand relevance and coherence in every interaction with your brand. In order to win in this new digital arena, brands must build relationships with their customers and deliver great experiences across channels and over time that create engagement, rather than focus on a single interaction.
WHY ENGAGEMENT WHY YOU NEED TO REPRIORITIZE YOUR CUSTOMERS.
2.2x
Companies that engage their customers well were 2.2 times more likely to have experienced an increase in market share in the past year
86%
86% of these companies also reported that they saw an increase in the previous year’s revenue.
The customer value equation can be represented as:
VALUE = ( BENEFIT -EFFORT - RISK - PRICE ) X ENGAGEMENT That is, as a customer evaluates his or her experience with a brand, there are many factors that may affect this outcome. Customers’ level of engagement is built through their relationship with the brand, and acts as a multiplier of value. This equation is flexible; it can be applied to an individual interaction or transaction point, as well as to the brand experience as a whole.
Traffic defines CUSTOMER ENGAGEMENT as
A PERSONAL CONNECTION BETWEEN A CONSUMER AND A BRAND THAT IS STRENGTHENED OVER TIME, RESULTING IN MUTUAL VALUE.
47% emphasized the importance of marketing tactics or business processes (the Brand Perspective)
40% focused only on the customer experience with the brand (the Consumer Perspective)
WHY ENGAGEMENT DISCOVER WHY YOU NEED TO REPRIORITIZE YOUR CUSTOMERS.
ONLY 13%
40%
47%
13%
CONSUMER PERSPECTIVE
BRAND PERSPECTIVE
ACKNOWLEDGED THE IMPORTANT RELATIONSHIP BETWEEN BOTH THE BRAND AND THE CUSTOMER
CUSTOMER SATISFACTION ≠ CUSTOMER ENGAGEMENT 78% of survey respondents listed “customer satisfaction” as one of the top two terms they would use to describe the goal of their company’s customer strategy. Only 33% cited “customer engagement.”
78%
78% LISTED “CUSTOMER SATISFACTION”
33%
ONLY 33% LISTED “CUSTOMER ENGAGEMENT”
A customer can be very satisfied, or have a single great experience, without becoming engaged. Engagement is more than satisfaction and represents a relationship between the brand and the customer that grows stronger over time. It results in a shorter path to purchase and creates loyal customers who advocate on behalf of your brand.
WHY ENGAGEMENT DISCOVER WHY YOU NEED TO REPRIORITIZE YOUR CUSTOMERS.
WHY YOU NEED TO REPRIORITIZE YOUR CUSTOMERS
86%
92%
WHY ENGAGEMENT DISCOVER WHY YOU NEED TO REPRIORITIZE YOUR CUSTOMERS.
86% OF BUYERS WILL PAY MORE FOR A BETTER CUSTOMER EXPERIENCE.
CEI RESEARCH
92% OF ORGANIZATIONS VIEW CUSTOMER EXPERIENCE AS A DIFFERENTIATOR.
DELOITTE
70%
62%
70% OF BUYING EXPERIENCES ARE BASED ON HOW THE CUSTOMER FEELS THEY ARE BEING TREATED.
MCKINSEY
62% OF GLOBAL CONSUMERS SWITCH SERVICE PROVIDERS DUE TO POOR CUSTOMER SERVICE EXPERIENCES.
ACCENTURE GLOBAL CONSUMER PULSE SURVEY
CUSTOMER ENGAGEMENT IS NOT A ONEOFF EXPERIENCE IT’S AN ONGOING DIALOGUE, IT’S A CHOICE CONSUMERS MAKE.
HOW ABOUT YOU ? WHY ENGAGEMENT DISCOVER WHY YOU NEED TO REPRIORITIZE YOUR CUSTOMERS.
SECTION
2
HOW WE GOT IT RIGHT
DELIVERING CUSTOMER ENGAGEMENT IS COMPLEX AND TAKES COMMITMENT. IT REQUIRES A DEEP AND EVOLVING UNDER STANDING OF YOUR CONSUMER, ACTIONABLE INSIGHTS, NEXT GENERATION PLATFORMS AND EXPERIENCES.
CHECK OUT OUR CAPABILITIES HOW WE GOT IT RIGHT HOW WE CAN UNLOCK YOUR COMPETITIVE ADVANTAGE.
OUR CAPABILITIES
INSIGHTS & PLANNING
MEDIA CONNECTIONS
The world is complex. There’s more to human behavior than meets the eye. Planners uncover cultural insights that create new opportunities and meaning for brands.
We integrate media planning with the creative process. Our connection planners work alongside strategic planners and creatives to create campaigns that seamlessly combine channels, formats, and engagements.
Research is the beginning and end of our process. We listen, learn, strategize, and then optimize. Our planners work closely with media and analytics to create impactful, integrated, measurable strategic platforms.
Unlike stand-alone media teams who focus mostly on outbound paid media, our connection planners design solutions for brand awareness and demand, customer acquisition, social media, and opt-in engagements.
HOW WE GOT IT RIGHT HOW WE CAN UNLOCK YOUR COMPETITIVE ADVANTAGE.
AMAL AS'AD
INSIGHTS & PLANNING, DUBAI
PAUL FULLER
MEDIA CONNECTION, LONDON
OUR CAPABILITIES
ANALYTICS
VISUAL DESIGN
First, we observe. What does the data reveal? What does it say about the audience and what they want? How can it make our work smarter, more creative, and more effective?
Of course our visual department builds brands through the core tenets of graphic design. But in the digital space, collaboration with other disciplines and aptitudes is critical. We work with interaction designers to create beautiful, functional, useful interfaces, and we work with copywriters to make brand messages even clearer and more powerful.
Data not only measures success, but also plays an indispensable role in strategy. We use data continually to improve the user experience and help our clients achieve their goals.
HOW WE GOT IT RIGHT HOW WE CAN UNLOCK YOUR COMPETITIVE ADVANTAGE.
ROGIER DE BOEVÉ ANALYTICS, DUBAI
NAINA REDHU
VISUAL DESIGN, CHENNAI
OUR CAPABILITIES
EXPERIENCE DESIGN
TECHNOLOGY
How consumers interact with your brand is crucial to your success. Our experience designers create intuitive, engaging experiences and interfaces that consumers want to visit, use, and return to.
Everything we do is powered by technology, which, along with design, has been essential to our legacy as a creative leader for few years. Our technological aptitude spans every department and has produced thousands upon thousands of solutions for our clients.
Every interactive project is unique, but our work is united by a dedication to creating the best user experience possible.
HOW WE GOT IT RIGHT HOW WE CAN UNLOCK YOUR COMPETITIVE ADVANTAGE.
SERGIO ALBIAC
EXPERIENCE DESIGN, LONDON
NOUR ALďšşHASHASH TECHNOLOGY, DUBAI
OUR CAPABILITIES
CLIENT SERVICES
PRODUCTION
The world is complex. There’s more to human behavior than meets the eye. Planners uncover cultural insights that create new opportunities and meaning for brands.
We integrate media planning with the creative process. Our connection planners work alongside strategic planners and creatives to create campaigns that seamlessly combine channels, formats, and engagements.
Research is the beginning and end of our process. We listen, learn, strategize, and then optimize. Our planners work closely with media and analytics to create impactful, integrated, measurable strategic platforms.
Unlike stand-alone media teams who focus mostly on outbound paid media, our connection planners design solutions for brand awareness and demand, customer acquisition, social media, and opt-in engagements.
HOW WE GOT IT RIGHT HOW WE CAN UNLOCK YOUR COMPETITIVE ADVANTAGE.
ALA HAMDAN
CLIENT SERVICES, DUBAI
HUSAIN ALI
PRODUCTION, DUBAI
OUR APPROACH INTELLIGENCE
We design, build and optimize commerce and content environments to drive conversions throughout the cross-channel ecosystem.
HOW WE GOT IT RIGHT HOW WE CAN UNLOCK YOUR COMPETITIVE ADVANTAGE.
TECHNOLOGY
We have unmatched experience and expertise in discovering unique insights about your best customers and their demand behaviors.
EXPERIENCE
We create targeted and personalized experiences based on attitudes, buying habits, life stages and specific moments across the customer journey.
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3
WHO WE DO IT FOR
WE SERVE GLOBAL CLIENTS THAT SPAN THE CONSUMER PRODUCTS AND RETAIL, TECHNOLOGY,HOSPITALITY, HEALTHCARE AND FINANCIAL SERVICES INDUSTRIES. OUR CLIENTS BENEFIT FROM A WEALTH OF INDUSTRYSPECIFIC EX PERIENCE THAT NO OTHER AGENCY CAN OFFER.
CHECK OUT OUR CLIENTS WHO WE DO IT FOR CONNECT WITH EXPERTS WHO CAN HELP YOUR BRAND LEAD WITH ENGAGEMENT.
RICHARD MILLER OFFICIAL WEBSITE OF LUXURY FINE WATCHMAKERS
WHO WE DO IT FOR CONNECT WITH EXPERTS WHO CAN HELP YOUR BRAND LEAD WITH ENGAGEMENT.
LEXUS NX HOUSE IMMERSIVE CAMPAIGN FOR THE LEXUS NX INCLUDING CAMPAIGN WEBSITE AND BRANDED MOBILE APPS
WHO WE DO IT FOR CONNECT WITH EXPERTS WHO CAN HELP YOUR BRAND LEAD WITH ENGAGEMENT.
BEING ONLINE DIGITAL EXPERIENCE TO A LIFESTYLE RETAIL LOCATION
WHO WE DO IT FOR CONNECT WITH EXPERTS WHO CAN HELP YOUR BRAND LEAD WITH ENGAGEMENT.
BELLINI BORELLI WEBSITE EXPERIENCE FOR PREMIUM LEATHER BAGS BRAND
WHO WE DO IT FOR CONNECT WITH EXPERTS WHO CAN HELP YOUR BRAND LEAD WITH ENGAGEMENT.