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MAPPING THE JOURNEY

The Off Road team works with you to understand your customer better, and identify  all the milestones they move through, from first contact to repeat purchases.

In this initial stage we dig deep, determining effective success metrics at each milestone. This begins a continuous process of optimizing customer engagement with your company’s products and services.

This stage is the jumping off point to full market alignment. We can show you how to  manage this process internally, or you can work with Off Road to dial in all the milestones, creating measurable results more quickly!

AUDITS & QUICK WINS

Once we map the milestones that customers touch along their path to repeat business, we explore each touchpoint in depth. At this stage, we assess with you where your company is now, and what it will take to earn, and keep, your customers’ attention.

Off Road will audit your website and social channels for brand alignment and optimization.  We use secret shoppers to assess an in-store experience, and analyze other offline interactions, as well.

Each experience is compiled into a top-to-bottom audit. This provides a quick start for how to focus and prioritize our work together.

Often we uncover items in this stage that can be adjusted with minimal effort, allowing a quick win. Off Road specializes in finding quick wins, and will implement them (with your approval) as we go.

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CAMPAIGN ASSEMBLY

Each initiative for improving customer experience is termed a campaign.

In this stage, we efficiently set-up your campaigns, and prepare to launch each one at the optimal time. These might be digital marketing campaigns to grow your audience, or culture campaigns that impact employee engagement, enhancing the customer service experience.

LAUNCH!

Each campaign you build with Off Road will launch at the right time for best results. Pressing the “go” button is when the real fun begins.

With each campaign launch, metric tracking reporting begins allowing us maximum productivity in our next and final phase.

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TRACKING & ADJUSTMENTS

Each month Off Road provides you a full report on each prioritized customer metric.

Based on that information, we work with you to continually move each metric in the positive direction.  We can help with training employees in metrics analysis and A/B testing in digital channels, providing the capacity to take on the process yourself.

Mission accomplished!

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