Customer Experience Optimization delivers the results you want and need.
See how we have taken businesses to the next level by optimizing their customer experiences. You, too, can achieve this level of success by having us look at your challenges through the customer’s eye and develop unique, comprehensive, ROI-improving solutions.
The Power of Positioning: Drobo
Challenge: Startup Trusted Data Corp.’s new-category digital storage product still didn’t have a brand strategy six weeks before launch.
What We Did: Developed a unique brand strategy with new company name (Data Robotics, Inc.), brand/product name (Drobo), product positioning (The world’s first storage robot), and messaging (Who’s minding the storage?) • Created launch strategy, marketing collateral-print & web, product packaging, in-pack materials, online ‘Drobolator’ sales tool, & influencer video testimonials.
Result: Received over 100 press articles at launch which all played on the ‘robotic’ product positioning • This facilitated channel partnerships and follow-on sales • A compelling out-of-box-experience prompted positive online reviews • Company ultimately attained $75 million annual sales and was acquired.
Optimizing Customer Experience: Presto
Challenge: Presto’s new-category product & service had launched nationally but had not achieved a sustainable Cost of Acquiring Customers thereby not proving the market.
What We Did: Created highly optimized digital and print advertising campaigns • Developed vision and implementation plan for expanded service feature set • Expanded product positioning to appeal to a wider audience • Designed and implemented new online portal to access advanced features • Launched add-on services that created new revenue streams • Created partner and distribution relationships that scaled adoption.
Results: Presto created a beloved service that thrived during difficult economic times, ultimately staying viable for ten more years without need for additional investment.
More Power of Positioning: Mirra
Challenge: it’s November and Mirra’s new-category product/service is on shelves at 400 Best Buy stores…and it’s not selling.
What We Did: Within seven weeks: Developed new brand strategy with simplified and understandable product positioning/messaging • Created new out-of-box-experience, point-of-purchase display & brochure, and sales training presentation • Had product repackaged in all stores and trained sales floor personnel • Applied brand strategy to new industrial design of product and all-new packaging.
Results: Sales turned around and resulted in a positive Holiday season, setting the stage for a company acquisition within the next year.
Inventing a New Product Category: Monster
Challenge: Execute Monster’s vision of repositioning generic surge protectors to provide better audio and video performance through the addition of powerline conditioning.
What We Did: Created comprehensive brand strategy, identity, and product naming • Developed digital & print collateral, packaging, in-pack materials, & out-of-box-experience • Designed point-of-purchase displays, training aids, online/print ad support, and publicity campaign for launch.
Results: Within one year of launch, Monster Power was an entire line of rack-mount components and plug strips that achieved $100 million in annual sales while raising the average selling price of a ‘surge protector’ at Best Buy from $7.00 to $70.00.
Redefining a Brand: Arrayent
Challenge: Arrayent had well-known consumer brands as clients for its enterprise Internet of Things cloud platform, but weren’t well known which hurt their sales efforts and acquisition optics.
What We Did: Created intensive content marketing, market analyst, social media, and publicity campaigns • Designed a portable Demo Kit as a marketing tool to demonstrate the Arrayent platform’s power • Developed a strategy to reframe customer expectations to include marketing benefits of the IoT platform in addition to its functional features.
Results: Positioned Arrayent as a thought leader in the IoT cloud platform market and gained placement in major industry analyst reports which helped lead to the company’s acquisition within 1.5 years. Created new brand strategy, identity, website, and sales enablement materials for combined companies after acquisition.
Innovation to Drive Brand Value: Monster & Candi
Challenge: It’s always a challenge to solve problems, but solving them while creating intellectual property (IP) value takes a different way of thinking. Both Monster Cable and Candi Controls needed solutions to thorny business problems but were open to us creating IP value while doing so.
Monster needed a way to stop a high rate of retailer returns from customers buying the wrong size cables and then leaving the retailer with an open and unsaleable returned package. Candi needed a way to enable high voltage-rated installers to also install network equipment in homes and test the installation and cloud connection without being required to have a laptop or smartphone.
What We Did: For Monster, we developed new packaging that was designed to be opened without damage and to be re-packable in-store while still incorporating shoplifting deterrents. For Candi, we designed a system that enabled installers to use any cellphone or SMS-capable device to validate their installation was working correctly locally and with the Candi cloud.
Results: Both solutions were awarded utility patents (US20160142258A1 & US5,875,893) which contributed to each company’s brand value. Each solution was implemented successfully in the field and resulted in significant operational cost savings.
These are just a handful of the businesses we have helped succeed, and we’ve worked with all size companies—from the Fortune 100, to brand leaders in their markets, to venture-backed startups. Contact us to discuss your challenges and how we can help you achieve the results you want and need.