Digital strategy

Key Questions

How can brand relevance be ensured as customer journeys become more and more digital? How can a firm achieve digital leadership within its own industry? How can customer-centric digital business models be created in line with the overall value proposition?

 

Steps

  • Identify product and industry-relevant digital consumer journeys and lifecycle scenarios, including usage of comparison and recommendation platforms
  • Identify and analyze digital customer interaction with the brand and corresponding touch points (e.g. Website, call center, dCRM)
  • Define potential customer relationship scenarios (one-way communication vs. continuous dialogue, etc.)
  • Explore ‘off the beaten path’ digital service and interaction design opportunities e.g. by learning from global industry benchmarks
  • Identify and further specify added-value digital services or additional digital business models and revenue streams in line with customer needs and overall brand mission and vision
  • Develop an integrated digital strategy across multiple channels and devices

 

Results

  • Clear and targeted digital strategy
  • Optimized digital consumer journey
  • Customer-centric brand and corporate initiatives paving the way for digital leadership

 

Development of digital brand strategy

Digital strategy - development of digital brand startegy

Illustration of digital goals and related platforms

Digital strategy – Illustration of digital goals and related platforms