We believe that a customer experience should be clear and free-flowing across all channels – this is the foundation for creating successful Customer Experiences (CX). There is a way for brands to operate in, and move across channels. And yes, there is a right way and wrong way to go about social media.

We have also used the thinking behind the customer experience to develop a diagnostic framework. It is simple, but powerful enough to advise on a set of key digital and social media aspects.

Dialog

A measure of the authentic involvement between an end-user (consumer) and brand. The term brings with it an implied sense of two-way communication, shared ownership of experience, and genuine interest in having an ongoing relationship.

Liquidity

A measure of the ability to move content from one tactic to another. In addition to providing evidence that this is available, this dimension assesses core social media functionality.

Relevance

A measure of the frequency that content is updated and how closely connected the content/experience is to real user goals.

Consistency

A measure of how well a brand’s positioning and messaging is delivered through the digital constellation (or combination of digital tactics available).

Work with us today to learn how your brand performs in these areas and how you compare to competitors.