Customer Experience

Our focus is not just in terms of revenue and growth opportunity but how to keep customers through better experiences. We specialise in providing a detailed analysis of the real customer experience and the influence that has on your profitability. This may lead us into areas such communications, call centres, retail outlets, reception areas, kiosks, installations, after sales care and so on. We leave no stone unturned and often, what we have to say is not easy to hear, but with the right plans, we can often put right the wrongs.

How?
The brand is at the heart of every business, whether your business employs one person or 10,000. People have perceptions of your company that they then relate to both emotionally and intelligently. We investigate how closely your business delivers on its brand promise and values. We then find the gaps and fix them by

1. Understanding in detail your customer and brand experience expectations
2. Evaluating the reality
3. Presenting the findings and working with you on the priorities
4. Providing operational guidance and resource for the necessary change implementation initiative

Marketing Strategy

We ask lot’s of thought provoking questions, we are never satisfed until we have found the ‘devil in the detail’. Understanding complex market forces in order to predict future developments requires detailed understanding and insight of the market. Intravenous' experienced consultants undertake high level, qualitative analysis of customers and competitors. In depth telephone and face to face interviews with senior industry executives, supported by extensive desk research of internal and external databases to provide critical information on

• economic environment

• markets

• competitors

• technologies

This basis for analysis leads to confident prediction of market trends and the creation of successful business strategies. We also work with your own data and intelligence to help you verify your insights, debate them and refine them where appropriate. For other clients, we can simply prepare your marketing strategy and plans for you.

Communication Effectiveness

With clientside experience in a highly pressurised direct marketing environment, we understand the expectations. We understand the need to have reliable data, relevant propositions, powerful creative, industry leading response rates, insightful segmentation and customer/prospect understanding. We understand that delivering a quality response is fundamental across all relevant media.

We help you interrogate your direct marketing efforts by evaluating performance and understanding the challenges. With our consultants having over 15 years of experience in direct marketing, you can be sure we will offer impartial advice and provide creative ideas across areas such as direct mail optimisation, offers and propositions, agency relations, fulfilment costs, segmentation and targeting, data sourcing/management and campaign analysis. With Intravenous, we are part of the team, as long as you need us.