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Livewires

What is Brand Experience Measurement?

It’s about keeping your customer satisfied

If you were running your business in a small village in another time, you’d have a personal relationship with each and every customer. You wouldn’t have to wait for sales to be affected – you’d find out straight away if a customer wasn’t happy with your business. You could call into his or her home, put things right and keep your customer's business (and protect your reputation).

In these less-connected times, you build a personal relationship with your customers through your brand. Your customer knows that when they order a product or service with your mark on it, they can expect certain levels of quality and service. But how will you know how your customers are feeling about your brand? These days people usually “vote with their feet.” Some days you might wish you were a mind reader.

Each and every customer interaction with your brand influences your brand’s reputation and your customer’s inclination to repeat purchase and refer your brand to others. Brand experience is built over time. It’s the product of a range of interactions – from email enquiries and onsite consultations, to promotional campaigns, prices and packaging, environments and support processes.

The way to gain control of these crucial customer relationships is to measure your customers’ interactions with your brand, then identify the areas that need improving or continued management.
Brand Experience Measurement shows you what you’re doing right, and allows you to pinpoint areas that need managing. It’s all about taking control. If you want to build your reputation and your customers’ rates of repeat and referral, you need to be in control of their total brand experience.

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Netcomm

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CAMPAIGNman is the first off-the-shelf system to deliver a big-business level of functionality at a small-business price, in a form that is simple to operate for the average PC user. The cost and complexity of developing fully realised campaign management tools have, until now, been barriers that had not been overcome in the industry. DMS is very proud to be the first to supply them to you.

CAMPAIGNman enables you to:

• identify the high and low points of your campaign at a glance. Call up return on investment and revenue projections in a graphic or numeric format for your individual marketing activities or entire campaigns.
• manage your production schedule. Respond immediately if a campaign moves away from your expectations. Manage a crisis or capitalise on a marketing opportunities within days instead of weeks.
• manage budgeting and forecasting. With a vast range of performance indicators available in a few keystrokes, CAMPAIGNman makes budgeting and forecasting a breeze.
• make the most appealing offer to your best customers at their most responsive time. Sophisticated data mining tools make the process of selecting customer segments easy. Introduce test variables and “what if?” analysis to find your best mix of creative and targeting factors.
• maximise customer lifetime value. Track and work with the natural stages of your sales cycle so that you are addressing customer queries and objections as they naturally come up.
• gain high-end tailored analysis without the expense of hired consultants. We appreciate that your organization may have unique requirements that need to be specifically addressed. That’s why we provide analysis tools tailored to address your specific marketing needs – allowing you to capitalise on unique competitive advantages and identify new opportunities.