Marketing & Customer Experience

Contact us

In response to the ever-changing environment, accelerated by the health crisis, our experts support strategic and operational approaches to Marketing and Customer Experience (channels, offers and business models, technological challenges).

To better understand, predict, target and automate marketing actions, we work alongside you to build the marketing services and customer experience of today and tomorrow.

Read the video on customer experience marketing consultancy

Our expertise

STRATEGY

  • Strategic positioning, value proposition and customer promise
  • New revenue and service models
  • Marketing roadmaps and customer experience
  • Strategic intelligence and innovation

INNOVATION AND CUSTOMER EXPERIENCE

  • Customer journey and experience design
  • Designing new products / services with a positive impact
  • Marketing (prototype, agile approach...)
  • Design of relational/emotional programs

MARKETING AND SALES EFFECTIVENESS

  • Omnichannel distribution organization and online / offline acquisition plans
  • Customer segmentation, loyalty/retention plans
  • Improving and exploiting customer knowledge (scoring, segmentation, etc.)

EFFICIENCY

  • 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 ofmulti-channel customer relationship management tools (voicebots, chatbots, semantic analysis, CRM...)

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 a dozen consultants specialized in these issues, 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).

Contact us

Success stories

OPTIMIZING LEAD MANAGEMENT FOR A MAJOR ENERGY COMPANY

In response to strong growth challenges, an initiative was launched to optimize the transformation tunnel for digital leads.

  • 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

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.

  • 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 including 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

In a highly competitive environment, the laboratory wants to offer a differentiated customer experience to its prescribing customers and create a strong attachment to the brand.

  • 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

DEFINITION OF AN ELECTRIC CHARGING STATION BUSINESS PLAN FOR AN ENERGY COMPANY

In order to diversify its business and expand, an electrical contracting company wants to launch a complete range of electric vehicle charging station solutions.

  • Market and competitor research
  • Defining the business model
  • Definition of a 10-year business plan
  • Preparing an investor file
  • An offer launched in July 2021
  • An agreement with a real estate company specializing in urban logistics

DEVELOPMENT OF A MARKETING PLAN FOR A RAIL CARRIER'S OFFERS IN FRANCE AND EUROPE

The carrier's marketing department wanted to build a global vision to give meaning to the strategic choices made for its various products, and to promote a common "Travel" 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

FRAMING A CUSTOMER CENTRICITY PROGRAM FOR A LEADING EUROPEAN CARRIER

Customer orientation is a major focus of the new 2022-2026 strategic plan for this leading European carrier.

A dedicated program has been launched to develop customer orientation and boost NPS and customer confidence.

  • Identification of all the projects to be carried out as part of the program (loyalty strategy, customer service overhaul, development of a customer culture, etc.).
  • Identification of how to implement the Customer Centricity program: Group role vs. country role (and BUs in each country) and associated governance.

Our latest insights

all our publications

How can iQo help 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.

DISCOVER IQO

BÉATRICE TORRE

ASSOCIATE
MARKETING & CUSTOMER EXPERIENCE

CONTACT

With over 12 years' experience in consulting firms, Béatrice is an expert in Customer Experience, Loyalty, Customer Relations and Employee Experience.

JULIEN BAILLIEUL

ASSOCIATE
MARKETING & CUSTOMER EXPERIENCE

CONTACT

With over 20 years' experience in consulting firms, Julien assists General Management, Marketing, Sales and Customer Experience Departments in developing and implementing their customer acquisition and loyalty strategies.

Contact us

All our expertise

Précédent
Suivant
Menu
Contact
iQo 2024 - All rights reserved