Customer Service 3D Dynamics

3D Customer Dynamics helps to answer two big questions:



What can you do to win over your occasional or low volume users to turn them into loyal and high usage users?



What part of your marketing and communications spend is really getting you the results?



The workshop explores the idea that it is insufficient to understand customers' socio-demographics, life stage, life style, brand and category perceptions. The module shows that to influence a consumer you need to understand how their behaviour changes in different situations. There are times of the day, times of year and environments when the target consumer is going to be more receptive to different products and services.



The approach builds on the idea that there are significant differences between new/occasional/loyal customers and low/medium/high volume users and that what is needed with each group to increase sales can be quite different. Steve explains how to develop a time and location based segmentation that provides insight on how to get all types of customer to buy or use more.



Throughout the course, Steve uses a case study that looks at how this approach helped one of the world’s most successful brands increase sales above base forecast in mature markets. He also discusses how this approach could be applied in your organisation and what it needs to succeed.