Whether in B2B or B2C–interactions a key aspect of any successful and lasting customer relationship is to continually meet and exceed expectations. At Solia we believe that four key areas are crucial in developing and aligning your service delivery to increasingly demanding expectations: knowledge about the ideal customer, capabilities in digital marketing, excellence in your entire (sales) operations, and – likely the most important factor – a real obsession with your customers and their needs.
Our Capabilities
Customer Segmentation
Understand the customer
Dividing the market into discrete customer groups that share similar characteristics enables to identify unmet needs and also helps in designing an efficient sales approach tailored to customers’ expectations. Specific knowledge of the target group allows companies to follow, control and react to changes in the targeted market (the ideal customer) more effectively and efficiently. Additionally, it helps in identifying underserved segments and in developing uniquely appealing products and services.
What we do
We provide in-depth customer insights using qualitative and quantitative research techniques and help clients to create a meaningful segmentation that provides a fundamental customer understanding needed to successfully navigate today’s complex sales and marketing environment.
Capabilities
- Quantitative and qualitative market analysis
- Customer segmentation and customer prioritization
Examples
- Conducted a needs-based segmentation for a German and Italian packaging manufacturer to reveal opportunities to improve market share
- Unified an enterprise-wide strategic segmentation of customers at a global chemicals’ manufacturer
Interested? Contact us!
Digital Marketing
Communicate to specific segments through online channels
Nowadays the majority of purchasing decisions start online without customer facing involvement of the seller. Customers tend to engage vendors only late in their buying journey forcing unprepared suppliers to compete against each other on price. Through digital marketing multiple channels have emerged that allow to proactively communicate with customers, to spark interest, create awareness and engagement (both before and after the sale), and to steer buying behavior and shorten buying cycles. Additionally, in combination with data gathering and analysis tools digital marketing offers companies the opportunity to expand their knowledge of their customers.
What we do
We assess companies’ digital maturity level and evaluate both online and offline customer touchpoints during the entire buying journey. We collaborate with clients to develop insights-based content, build customer loyalty through a digital marketing strategy and partner with online marketing experts to implement search engine optimization, search engine marketing, content marketing, social media marketing, etc.
Examples
- Development of a digital marketing strategy at a European packaging company
Capabilities
- Digital maturity assessment
- Touchpoint and buying journey analysis
- Digital marketing strategy
Interested? Contact us!
Operational Excellence
Create an environment to “manufacture” customers
Operational excellence initiatives in sales eventually enable the business to continuously deliver the value promised to customers through a set of efficient and effective processes, managed by employees who are not only trained to run the optimal program but also set the right actions when deviations from the optimum occur. Streamlining and optimizing the entire organization to drive sales and installing effective as well as efficient processes to “manufacture” customers and reduce cycle times, is what we at Solia aim for.
What we do
We provide transparency on our clients’ level of excellence through assessing the business / operating model and reviewing sales related processes. We clarify the function of sales and marketing and help design the organizational structure that best supports that function. Our work typically results in transformational change.
Examples
Capabilities
- Operational excellence assessment
- Operating model review
- Process review
Interested? Contact us!
Customer Experience
Manage how customers perceive your brand
The sum of all positive and negative interactions – also referred to as a “moments of truth” – a customer has with a business along the individual (direct and indirect) touchpoints in the buying journey can be described as customer experience. While in the past companies could differentiate themselves through their offering (basically what they sold), distinctiveness today increasingly lies in creating a seamless, omnichannel customer experience.
What we do
We provide the necessary analysis and data to help clients think through their customer journeys in order to determine the right level of experience at each individual touchpoint in line with customer expectations and customer value.
Examples
- Moderated the buying journey analysis at a European packaging company
- Designed a value proposition for a European manufacturing company
Capabilities
- Touchpoint and buying journey analysis
Interested? Contact us!
YOUR GOALS