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Most clients come to us because they're dealing with one or more of the following challenges:
- Poor conversion rates
- Substantial changes in their brand or products
- Operational or technology inefficiencies
We love solving these types of problems and have devised a process that allows us to do so with maximum result. When working with new clients to tackle these challenges, we have three phases of engagement: Planning Phase, Delivery Phase and Support Phase.
The Planning Phase is intended to lay down a strategy for growing our client's e-commerce business. That strategy consists of analyzing their business using the E-Commerce Customer Lifecycle, the strategic framework we've created that maps out the experience they provide their customers across Acquisition, Conversion, Fulfillment, Retention and Measurement. That analysis results in a Roadmap, which serves as a 12-month plan of initiatives, all of which are aimed to increase one of their four key metrics: Traffic, Conversion Rate, Order Size or Operating Margin. Nine times out of ten, the first initiative is a redesign of their website, and as such, has its own strategy formulated. Although the exact deliverables vary a bit from client-to-client, this phase is generally 2 - 4 weeks and results in a concrete action plan for growing our client's business and creating their website.
The Delivery Phase is the process of designing a Minimum Viable Website for our clients. Given the value that speed and data play in the world of e-commerce, our goal is to design, develop and launch a custom e-commerce website as quickly as possible, without sacrificing quality. This allows us to start capturing actionable data around customer behavior and use that data to inform changes to our strategy. The definition of 'Minimally Viable' might vary greatly from client-to-client, but the focus is on identifying and executing only the elements that produce the most positive impact within the customer experience. Although the exact deliverables and steps involved might differ between projects, this phase is generally 2 - 4 months and results in a custom-designed, fully-functional e-commerce website.
The Support Phase involves us not only tackling any support needs related to the initial website build, but also tackling the other 'initiatives' identified within our client's Roadmap. These initiatives could include projects such as implementing a support management system, crafting a marketing automation strategy or setting up a customer rewards program. Each initiative specifically aligns with improving one of the four key metrics in our client's business and are scoped/priced individually. These on-going initiatives allow us to build upon the 'platform' established during the Delivery Phase and continue growing our client's business.