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A selection of some of the projects we have worked on recently: To find out more contact us
Contact us for further information about the latest White Papers
We designed and launched a new multi-channel smart phone loyalty programme for a shopping centre with 130 luxury retail outlets
We led a cross functional team consisting of CX, Technology , Operations, Retail, Marketing and external suppliers.
All key targets were exceed including new members , usage rates and ROI
Managed and guided the CRM team as they switched to a new Email Service Provider (ESP)
Developed and implemented the CRM plan to deliver ambitious performance and revenue growth targets. Implemented an improved creative and customer journey path.
Managed the transition away from simple broadcast email to advanced email programmes using greater personalisation, triggers, automation and life-cycle events
Launched new high performing CRM programmes including basket abandonment and cross sell incorporating live prices, dynamic content in real time
Led the CRM team and guided the transition from a temporary to a permanent team
Initiated, led and rapidly implemented a RAG (red, amber, green) customer journey review across all channels and devices.
Identified critical areas in the customer journey causing poor customer experience
Guided the improvement programme across Buying, Customer Service and Technology teams
We developed and implemented a new RFM customer communications strategy across the 2m customer base leading to significantly improved welcome and reactivation programmes
Managed the transition to a new Email Service Provider and CRM system. Implemented an automated dynamic content email programme which achieved a double digit % improvement in open rates, click through rates and significantly lower running costs
We developed a CRM driven customer segmentation and uncovered the top 10% of customers who delivered the majority of profit and sales . This is turn drove the whole marketing plan diverting resources to the highest ROI opportunities
Customer Strategy ...we created a 360 degree customer view by combining multiple data sources including high street spend and calculated market share by product category by customer segment to identify opportunities for growth
Through qualitative and quantitative research we brought each segment to life
Through a customer insight programme we created, our client was able to understand brand performance by customer segment, across each customer touch point and the priorities for improvement
We trialled acquisition and retention programmes and identified the highest ROI options
We created a Reactivation programme for lapsed best customers through OBTM, Direct Mail and Email delivering £1m of annualised revenues per month
We developed the loyalty strategy, loyalty propositions and in-store test programmes across multiple channels including smart phone applications , card based programmes and strategic partnerships
We Guided a co-creation programme with retail partners (store owners) to ensure buy in and operational readiness
Led data analytics and customer R&D programme to ensure initiatives were measurable and relevant
We created a marketing strategy and launch plan for a pioneering premium consumer goods manufacturer, providing critical advice on how to achieve premium product status and set premium prices by developing the appropriate brand strategy
Working with one of our Market Research partners, we carried out bespoke consumer research which informed Concept and Product development options
We carried out a Brand Review and a Communications Effectiveness audit
We Developed the Brand Positioning, Brand Promise and Brand Personality through CIRRUS Marketing Consulting's proprietary brand development methodology
We led brand workshops involving key client stakeholders
We carried out a Marketing Audit and made recommendations to improve store communications, direct marketing and web content/design
Practical Steps To Cost Effectively Win Back High Value Customers 11 page in depth study
There has been a high level of brand switching. Win Back represents a big opportunity
CIRRUS Marketing Consulting commissioned a market research study and looked at why consumers stopped purchasing brands, why they switched to the competition and what could be done to win them back
A one size fits all approach to win back is unlikely to succeed. The research shows there is significant variation in the reasons for brand switching.
Contact us today to receive a copy of the full 11 page White Paper which includes the latest market research findings and a step by step guide to creating and implementing win back strategies.
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