Marketing & Customer Experience
To survive, there is only one
solution:
be on the move and adapt.
To better meet the challenges of time to market, competitive differentiation and performance, our experts support strategic and operational approaches to Marketing and Customer Experience (channels, offers and business models, technological challenges): acquisition plans, loyalty plans, improving customer journeys, listening to customers, organizational performance...
Our expertise
in Marketing and Customer Experience
STRATEGY CUSTOMER
- Strategic positioning, value proposition and customer promise
- New revenue and service models
- Marketing roadmaps and customer experience
- Strategic intelligence and innovation
- Customer journey andexperience design
- Designing new products / services with a positive impact
- Marketing (prototype, agile approach...)
- Design of relational/emotional programs
INNOVATION AND CUSTOMER EXPERIENCE
MARKETING EFFICIENCY
AND SALES
- Omnichannel distribution organization and online / offline acquisition plans
- Customer segmentation, loyalty/retention plans
- Improving and exploiting customer knowledge (scoring, segmentation, etc.)
- Simplify customer journeys and manage moments of truth (new relationships, life events, etc.).
- Optimization of customer services and processing (cost vs. customer satisfaction)
- Design and deployment of multi-channel customer relationship management tools (voicebots, chatbots, semantic analysis, CRM...)
Efficiency Customer relations
CUSTOMER-ORIENTED TRANSFORMATION
- Developing customer culture
- Professionalizing teams and transforming marketing professions
- Design and deployment of managerial models (postures, rituals, etc.)
Our approach
Our Marketing and Customer Experience team is made up of around twenty specialized consultants, with a multi-sectoral approach. Depending on the stakes involved in each project, we mobilize the best profiles from among the firm's consultants and our ecosystem of experts:
- UX/UI designer,
- ergonomist,
- ethnologist,
- sociologist,
- digital expert (social media, SEO, e-commerce, generative AI...),
- expert data,
- agile coach,
- product owner.
We work with an ecosystem of reference partners: customer surveys (EasyPanel, Episto), chatbot (Tolk), conversational analysis (Allomedia, Freespee), data science (Veltys).
TRANSFORMING CUSTOMER RELATIONS ORGANIZATIONS IN THE INSURANCE INDUSTRY
In order to identify and understand the strategic choices made by market players, and the impact on remote customer relations operating models, iQo and Alian conducted a survey of 10 leading players in the health, provident, savings and property & casualty markets...
IA AT THE SERVICE OF CUSTOMER RELATIONS
We have carried out an in-depth study to answer the main questions asked by Customer Experience/Customer Relationship Managers.
Success stories
Optimizing lead management for a major energy company
Our mission
Our approach
- Mapping the stages of the lead transformation tunnel
- Identification of optimization levers
- Salesforce lead management integration
Launch of a collaborative e-commerce platform for an agricultural group
Our mission
The company's General Management would like to launch a collaborative digital platform to offer customers a new, complementary sales channel, showcasing all the Group's expertise.
Our approach
- Scoping workshops with employees from all business lines (IS, sales, logistics, HR, communications, etc.) and all Group entities, to define business needs, project impacts and the digital platform's deployment path
- Formalization of a scoping document incorporating the platform operating principles defined during the workshops, the provisional project schedule, the budget and the necessary resources.
Defining the customer experience strategy of a leading pharmaceutical company
Our mission
Our approach
- Benchmark
- Listening to customers to understand their current experience and expectations
- Listening to employees to gather their perceptions of current markers and their ideas
- Facilitation of a one-day CODIR workshop to imagine the relational footprint markers to be implemented.
- Defining the Customer Experience ambition
Defining a business plan for electric charging stations
Our mission
Our approach
- Market and competitor research
- Defining the business model
- Definition of a 10-year business plan
- Preparing an investor file
Development of a marketing plan for a leading passenger transport company
Our mission
Our approach
- Interviews with the carrier's various CODIR teams (marketing, communications, distribution, customer experience, CSR, etc.).
- Estimate conquest potential and define marketing challenges
- Structuring and implementing the cross-functional marketing plan
- Articulation with carrier's roadmaps
- Preparation of the Marketing Director's presentation to the CODIR
Improved claims management for a major insurance company
Our mission
Our approach
- Diagnosis of existing situation for all business lines (performance analysis and comparison with market practices).
- Co-construction of target operating modes (organization and processes) with business units.
- DG decision file (business case and roadmap)
Our recent publications
5 best practices for defining and deploying a service signature
A "service signature" program must enable us to move from the service ambitions and feelings we want to generate in our customers to observable behaviors / facts.
Customer relations in the insurance industry: how are organizational models changing?
Vincent Placer, Managing Director of Teletech, shares his expert opinion on the transformation of customer relations organizations in the insurance industry. You can also download our free
Drawing up a marketing plan: method and best practices
Drawing up a marketing plan is an essential ritual for all marketing managers. It sets the course, priorities and resources required for the coming year, and provides a 2/3" outlook.
Marketing KPI: 7 families of indicators to monitor your marketing performance
Are you planning a new marketing plan? Does your marketing and sales strategy need to be backed up by measurable actions? Do you want to assess the impact of a project? Would you like to optimize
How can iQo support you?
iQo is a new player in the consulting sector, whose mission is to "unleash collective genius to co-construct desirable futures".
- Our firm offers a unique approach to co-construction with our customers.
- We advocate the hybridization of skills and know-how
- We offer you small, agile teams that are sincerely committed to working alongside you, as an extension of your teams.
- We are "makers" and offer concrete, results-oriented solutions tailored to your specific
needs. - We're committed: iQo is an ISO 14001 and B Corp certified company with a mission.
