Customer Centricity

OUR METHODOLOGY

Over the years, we have been privileged to work with and support many inspirational leaders and organisations across the globe.  Our success and reputation is built on our ability to support businesses to uncover their true distinct attributes and then create strategic marketing approach to provide customer engagement and brand communications that increase growth and revenue.

Our process follows a simple philosophy “we seek to first understand” which is underpinned by a customer centric mindset. Success is achieved for our clients through our method and framework which has been forged and combined with global expertise.

“We assist to transform business objectives into strategic plans. Our core strength is in managing all digital marketing and communications to grow brands, businesses and sales.”

Digital White Space

CUSTOMER CENTRICITY

What is Customer Centricity?

Customer centricity refers to a business mindset, approach and culture. Positioning customer satisfaction at the top of every agenda and process. It is an approach to doing business that focuses on creating a positive experience for the customer by maximising service and/or product offerings and building relationships.

Such companies align their products, processes, and people with the needs of their customers. Customer centricity goes beyond delivering top-notch products and great customer service. It nurtures authentic and value-generating relationships with customers.

At Digital White Space we have proven experience in how to transform our clients businesses and leaders thinking into becoming Customer Centric. Built into our framework is our approach to helping customers become customer centric.

To begin to understand how Customer Centric your business is or if the desire is to just become more customer centric, we being with the first step to first understand what the current experience looks like -“ enter customer journey mapping.”

Our Founder Angela Mellak MCIM is renown for speaking to leaders and running workshops on the topic of Customer Centricity as a recognised Australian TEC (The Executive Connection) speaker.

 

If you would like to learn more about how to become Customer Centric and understand how to map out your current customer journey – let’s chat!

STRATEGY + CREATIVE + DIGITAL + IMAGE

THE DIGITAL WHITE SPACE MEASURE

For over two decades we have applied and adapted our knowledge and experience working with some of the worlds best brands and businesses, inspirational leaders and organisations across a variety of industries. We have interviewed, showcased and supported world leaders in strategy, innovation and creative thinking – adding to our own teams experience which has lead us to developing an integrated process that culminated into global best practice.

This framework we deliver to our customers, is coined the MEASURE!

  • 01

    DISCOVERY

    We seek to understand first through out our discovery phase, starting with the business, “how” the business will make a difference to the industry and to their ideal customers. Conducting an audit of the business and marketing objectives, understanding the competitive attributes and strengths. Reviewing all current plans, marketing activities and research into the landscape and competitors in order to provide a clear situation analysis.

  • 02

    BRAND IMMERSION

    Brand Strategy, identity positioning and exploration stage. We conduct a competitor brand audit, immerse ourselves into the business’s culture, customer behaviour and map out what the brand currently stands for, its core values and tone of voice.

    To craft the Brand’s positioning and the business’s“why” it delivers value, outlining brand architecture, tone of voice and creative territory for the brand.

  • 03

    CUSTOMER JOURNEY MAPPING

    State of Play, through traditional analytic and digital research, assessment and workshops, we are able to get to the core of how and when customers are being engaged, from awareness to search, nurture, transaction and beyond.

    We are able to then provide the Ideal customer Journey map, creating personas, outlining internal process and aligning departments to provide a “how to” best serve and engage with customers.

  • 04

    STRATEGIC PLANNING

    “How do we get there” ! The development of a strategic game plan which outlines all marketing online and offline opportunities and how to communicate the unique attributes of the client’s brand, product or service. Combining the output from the previous phases this includes action, resource and 6 or 12-month communications plan, complete with details specific tools and platforms that can increase digital traffic, new channels and referrals, rewards loyalty, decreases attrition and increases sales.

  • 05

    CREATIVE AND DIGITAL EXECUTION

    This is where we come into a league of our own, developing the right assets using the perfect medium underpinned by the power of creative and delivered through; digital communications, social media, campaign creation, graphic design. We use the customer insights from the customer journey strategy to create user experiences in the development of a website or digital platforms. We love to tell a brand story through all communications on and off line supported by photography, videography, events, podcasts and video.

  • 06

    MANAGEMENT & OPTIMIZING

    To get the best digital impact and results, we become an extension to a client’s business by providing high-end, long-term marketing support. Our team are responsible for managing, planning, activating, engaging and executing all briefs through the 12-month promotional plan. This includes liaising with media, creative, digital, designers, key stakeholders and third parties to deliver on creative outputs. Progress is everything, so we will conduct weekly meetings and collaborate with sales and internal teams, as well as arranging quarterly reviews to ensure the plan is on track and achieving a suitable return on investment. We will drive the agreed activities whilst developing appropriate digital elements to align with the business objectives. This involves monitoring and providing all-digital reporting, EDM’s and the set up of SEM, SEO and social media profiles and campaigns.

CASE STUDIES

SOME OF THE BRANDS WE WORK WITH

Silver Service logo