Customer experience + sales

It’s not me, it’s you

EVERY MOMENT MATTERS

We hope you look good in a sundress. In case you haven’t cottoned on yet, businesses are in relationships with their customers and employees. And if you want it to be a successful one, you’d better be prepared to let them wear the pants. The pendulum has swung, and Customer Experience (CX) is what modern branding is built on. No more one way ‘money for service’ sales exchanges. As a wise man* once said, “What Have You Done For Me Lately?”

*Ok, it was Eddie Murphy.

Oh, and did we mention? It’s kind of an open relationship (for you at least). The more the merrier. So not only do you need to satisfy the needs of existing customers and employees, you’re going to have to woo new mates too. The question is, what steps are at your disposal to better understand your customer to remove guesswork? Inkling can show you how to take advantage of CX as part of an intentional growth strategy designed to keep the customers you have, and convert more of the ones you don’t.

SERVICES

Investing in attitudinal research with Inkling puts your organisation of a firm footing to deliver brand enhancing Customer Experiences.

COMM-JOURNEY

COMMUNICATIONS JOURNEY

Knowing what’s going on at each stage of a target’s buying journey enables you to more quickly address their needs. We remove guess and hunch from the process by taking an empathy-led approach, linking your target’s deeper need states with how you are better. The result? A more effective sales funnel, less pushback and increased ease of sale.

CUSTOMER-ENGAGEMENT

CUSTOMER ENGAGEMENT

It’s more than a Loyalty Programme. More than a personalised online journey. Customer Engagement is a strategic endeavour that involves dedicating time and effort to discovering exactly how you add to people’s lives (rather than simply take their money). Inking’s customer centred approach mines the problems you solve for your customer to help you find the value you bring.

PRODUCT-ASSET-DEVELOPMENT

PRODUCT ASSET DEVELOPMENT

Ever noticed how many products on the shelf look the same? What do you feel when you see a ‘rogue’ design? Consumer behaviour research reveals some intriguing insights into how brands should be approaching brand differentiation, for what products, and when.
Inkling can help you capitalise on the data by showing you the tools within your power to better influence consumer choice.

SALES-PROPOSALS

SALES PROPOSALS

If potential clients are skipping to the back page of your sales proposal and running away when they see the price, it isn’t working hard enough. Inkling can show you how a injecting strategic IP into your sales proposal has the ability to make clear your offering’s true value, and ultimately, win the hearts and minds of those ready to buy from you.

CAPABILITY-STATEMENT

CAPABILITY STATEMENT

Inkling Capability Statements capture your key organisational capabilities, achievements and skills within the business, all in one succinct, compelling document. This is one of your rare opportunities to focus predominantly on yourself, and may extend to including awards, accreditations, QA, governance and risk management systems, client testimonials and relevant experience.

PROJECT-EXPERIENCE

PROJECT EXPERIENCE

If a sales proposal is you request for the money, a project experience document is like building a legal case, adding weight to the argument that you have credibility in the field. Inkling’s approach fuses traditional intelligence with high value small data to uncover the little things you did that created big results, resulting in compelling, market leading documents.

DELIVER STRONGER SALES APPEAL
KNOW THEM ON A DEEPER LEVEL

Mel Gibson wanted to know What Women Want. Inkling wants to know What Customers Want. Our approach to CX is all about demonstrating intimacy and relevance, infusing IP into your documents and initiatives to show your target you understand their needs at each stage of their journey – and that you are uniquely positioned to fulfil those needs. We approach CX through a Cognitive Behavioural Therapy (CBT) lens, which suggests as humans we are a mixture of our thoughts, feelings and actions. If, for instance, you feel overweight, you can either change what you think about that feeling, or do something about it. Similarly, in an organisational context – if we desire stakeholders to do something, we must first unpack the thoughts and feelings that surround it in order to press the right buttons that trigger the behaviour change you seek.

The benefits of applying success led thinking to your Customer Experiences is bountiful. While it’s true consumers demand your attention and engagement without the hard sell, creating an experience for the sake of an experience can at best miss the opportunity, and at worse, damage your brand. Inkling’s approach takes out the guesswork, enabling you to plan strategically, and in the best interests of your business goals.

WHO USES OUR SERVICES

PROFESSIONAL SERVICES
PROFESSIONAL SERVICES
HUMAN + SOCIAL SPECIALISTS
HUMAN + SOCIAL SPECIALISTS
STARTUP
STARTUP

TELL ME MORE

Intimate, relevant Customer Experiences start with Inkling’s evidence-led IP. Start the conversation today.

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