In the digital age, promoting a brand’s products and services through its digital channels is now essential to ensure its sustainability. To ensure the success of your digital marketing projects, Pagamon supports you in achieving your online customer satisfaction goals and improving your digital performance.
Consumers today are exposed to an increasing amount of information and advertising. The media mix has grown to capture maximum attention and digital investments are on the rise. Being the reference on search engines and specialized sites is key. The other sources of traffic are perhaps less engaging but their impact should not be neglected, each channel has its role to play. We must therefore find the media combination that allows the best efficiency.
Once the attention is captured, it’s about creating consumer engagement and instilling preference. For this, it is important to tell a story and provoke emotion. Social networks should be used to create solid links with its online community, which becomes a brand ambassador. On the website, the objective is to create a differentiating user experience, to offer inspiring content. Obviously, there is a need to offer online services that perfectly reflect the identity of the brand. The online experience must necessarily be consistent with what could be experienced in the store.
In order to encourage conversion, this experience must be optimized and perfectly match the expectations of the moment and the user’s profile. Purchasing journeys are complex, users visit their favorite sites via multiple screens … All channels and devices must be used to send the right information at the right time to facilitate the conversion. Of course, the mobile must be a strong axis – the content must be adapted to this device that generates strong traffic. Also, this experience must be pleasant, fluid and necessarily personalized to maximize the conversion. It can be based on technological innovations and be augmented. All avenues are to be explored in order to create a differentiating and innovative experience.
To succeed in your project, we are convinced of the importance of a data-driven strategy and of placing the customer at the heart of the project. We suggest to:
- Start from the existing and let the data speak, via a diagnosis of the customer / user journey
- From the client
- Define your ambition, objectives and resources
- Advocate agility and test & learn
I hope to work again in the future with the consultant who participated in the mission. I really appreciated her work and her personality and I wish she could have continued. She is a very good asset, I was impressed by her ability to integrate so quickly the different aspects of this complex mission, as well as the different issues at stake. Her work is high quality, fast, precise and punctual.
ANALYSIS OF THE USER/CUSTOMER DATA
- ANALYSIS OF THE USER/CUSTOMER PATH, GENERAL KPIS, PAGE ANALYSIS, CONVERSION TUNNEL ANALYSIS, ETC.
- USER/CUSTOMER JOURNEY MAPPING
- IDENTIFICATION OF FRICTION POINTS AND OPTIMIZATION PATHS (INCLUDING PERSONALIZATION, DIGITIZATION OF THE CUSTOMER’S PATH…)
DIGITAL PERFORMANCE OPTIMIZATION
- DEFINITION OF OBJECTIVES AND LIST OF ACTIONS (E.G. A/B TESTS, PERSONALIZATION ACTIONS, IMPLEMENTATION OF DIGITAL TOOLS…) IN ORDER TO OPTIMIZE THE CONVERSION RATE, PERFORMANCE, CUSTOMER EXPERIENCE…
- RECOMMENDATIONS/DEFINITION OF AN ACTION PLAN AND ROADMAP
- IMPLEMENTATION MANAGEMENT OF ACTIONS/SOLUTIONS
- PERFORMANCE MEASUREMENT AND COMMUNICATION OF BEST PRACTICES
CUSTOMER SERVICE & SELF-CARE
- EVALUATION OF NEEDS, SOLUTIONS AND DEFINITION OF THE PERIMETER
- SUPPORT FOR TRANSFORMATION
- PEDAGOGICAL GUIDE AND DISSEMINATION OF THE NEW CULTURE
- PROGRESS MONITORING, SYNTHESIS, COLLECTION OF FEEDBACK
- FACILITATION OF WORKSHOPS
Points of View
Improvement of the omnicanal customer experience – 3 years – 32 countries
In a context where customers are more and more autonomous, informed and demanding, the customer experience becomes even more essential in the factors and processes of purchase. The challenge is to reduce the dependence of commercial performance on a single product.
Definition, co-building & presentation of the 3-year brand strategy
Support in the definition, construction and presentation of the 3-year strategy of a luxury perfume brand, a subsidiary of an international top player in the Beauty / Cosmetics industry for the annual presentation to the Group CEO.
Roll out of the new CRM tool in more than 30 countries for a car manufacturer
The client wants to deploy a new CRM tool in 30 countries. Local teams have different cultures, habits and working methods. Users show resistance to change
Management of the development and deployment of a mobile app and an online platform
As part of a global customer experience transformation program, a tool has proven to be necessary to verify that actions decided at the subsidiary level are implemented in dealerships. These actions are different depending on the country.
Creation of a fully digital Private Lease offer in Europe
The client wants to develop a 100% digital offers to its Private Lease service in Europe. Pagamon has contributed to the coordination and facilitation of cross-functional workshops involving key corporate and country leaders in order to design the offer.