Human Centered Design
A focus on what matters to your customers is the path to greater revenue and growth.
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In today’s competitive environment having intimate knowledge of what is important to them, how they want to interact with you, and ultimately how to meet their needs is critical for success.
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Sixteen Mile will document, refine and enhance your customer journey to drive best in class engagement, deeper affiliation to your brand, products and services and ultimately greater profits.
Journey Mapping
Putting the customer front and centre to your organizations thinking requires discipline, planning and consistency. A journey map is a complete end to end review that defines the current, and desired customer experience and maps each stage of the process.
The TMAC Review©​ process highlights pain points and improvement opportunities and then outlines a course of action to remedy gaps and ultimately defines the new customer engagement model.
TMAC Review©​
Trends
Markets
Audience
Competitors
Customer
Segmentation Strategy
Segmentation allows organizations to understand different sets or groups of customers based on common characteristics so companies can market to each group effectively and appropriately. Segmentation can tell us where a particular group lives, age range, income, life stage and more.
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Great organizations take this insight and use it to deliver a much more relevant and multi-dimensional experience.
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At Sixteen Mile we can help you gather and analyze your data, define your segmentation strategy and create your go to market tactics to reach your customers efficiently and effectively.
Customer
Experience Measurement
Understanding who your customer is and how they interact with you is critical to designing the consumer engagement model. Measuring how you are doing on that engagement model is and the life blood of retaining the customers you have and finding new ones.
Sixteen Mile Strategy Group can help establish your measurement program; from design to reporting, problem management and resolution, and how to best leverage the insights to drive deeper customer satisfaction.
