We identify and inspire the most valued communities
for our clients. Then we make the brand promise personal.
And profitable. And then we prove it.
Taking an enterprise-wide approach, we gather seemingly discordant metrics (calls, clicks, leads, downloads, views, etc.) and convert them into comparable data points to provide overall operational guidance for continual improvement. We also handle hundreds of terabytes worth of client records on a daily basis.
The Age of the Customer has changed the rules of the game. Identifying Valued Communities that transcend traditional customer segments and creating something we call Personal Value Propositions give us the tools needed to develop actionable strategies and Creative with purpose.
A good story is compelling. Persuasive. Memorable. In a digital world, it also takes on many forms and demands a cross-disciplinary, collaborative approach that focuses on the narrative. That's when shared values, shared experiences and shared stories are the most effective.
We make the Brand Promise personal at every stage of
the customer's experience.
It all starts here. This is where we find the voice of the customer by reviewing existing research, key insights, analytics and data. Immersion and exmersion techniques uncover existing realities and relevant learnings. From there, a customer strategic platform begins to take shape; a vision of how our client's business objectives are achieved by their most valued customers and communities.
The foundation of our strategic approach. Unlike traditional segmentation that is externally imposed and marketer driven, we identify organic, self-creating Valued Communities that share values, experiences and stories. Rational, emotional and community value-based benefits we call Personal Value Propositions (PVPs) are then developed that paint a true picture of the customer.
Once the Valued Community has been identified and PVP has been established, we explore the most efficient ways to reach them with a measurable customer experience (medium, frequency, etc.). This is also where we create personal, relevant, inspiring stories that spark conversation, motivate communities and drive action.
The proof point. Linked firmly to the customer strategic platform, this stage in the process is where we review/improve contact learnings like channel, database, performance or business diagnostics. Creative components like format, message and offer are also reviewed for future improvement.
Telecommunications means so much more than just phone service. It now includes various forms of wireless, TV and Internet offerings intended to connect, educate and entertain customers. To these customers, all providers offer the same thing. That’s why you must allow them to personalize their experiences.
General offerings and standard messages don’t work for businesses (especially small business owners). They expect to see real-world applications for their industry; a law office doesn’t care what worked for a manufacturing company down the street. Understanding these communities is the only way to be successful within them.
Looking to drive trial, adoption and loyalty? Don’t promote a product’s purpose or functionality but rather connect with consumers by showing how lives are positively and personally improved because of it. Rational benefits deliver the proof and emotional benefits create the desire.
Business Travelers battle ongoing challenges on the road, many of which are beyond their control. By providing them with a conversant, comfortable and consistent experience, personal and professional lives blend nicely and encourage ongoing visits, future consideration and loyalty.
Customers who have been with the same company for 2-5 years are more open to shopping around than anyone else, and that starts immediately following the claim process. Price can grab attention but not always the right kind; if it seems too low, customers think the policy won’t cover much.
People would rather bury themselves in blankets during the winter, sweat themselves skinny during the summer and sit in the dark for an entire year to save money on energy costs rather than experience the perceived hassle of switching providers. Consider that before kicking off your next acquisition effort.
There are over 250 million vehicles in the United States that drive an estimated $290 billion in aftermarket sales. Multiple external factors (gas prices, mortgage rates, even consumer confidence) should define which levers to pull when trying to convince consumers to take a test-drive or swing by for an oil change.
Highly regulated layers of compliance can make building customer relationships difficult. The key is making customers feel secure, comfortable and empowered. Efforts that educate, inform and even entertain go far in establishing that needed trust and confidence.
There are a number of worthy causes in the world to support, and people donate because they want to make a difference. The secret to a successful campaign is understanding the donor, the emotion behind her giving and what her point of inspiration looks like.
Gaming was the first online social network. In-game incentives cost little (if anything) to produce yet can mean “worlds” to a player. Motivating parents is key when targeting children and ROI answers are always found in the data — the most talented players aren’t always the most profitable.
Named one of Ad Age's "Global Power 100," Pam was previously CEO for FCBi Worldwide and MRM Partners Worldwide. She has also been named one of Ad Age's "25 Women Leaders of the Advertising Industry," and received the Emerson Lifetime Achievement Award for Innovation and Service.
With a proven leadership record at top digital and CRM agencies, Mike uses his expertise to lead a highly experienced team of executives. He is accomplished in delivering strategies in a digital world, with success working with clients like AT&T, Mitsubishi, Sony Entertainment, Citi, Adobe and DirecTV.
After years of working with some of the world's premier agencies and brands, starting up both a brand consultancy and a creative shop in Seattle, Jim arrived with a unique skillset and work that spans both the tradition and digital worlds that has been nationally and internationally recognized.
In addition to leading a team that developed and ran the customer-level marketing optimization system for a major national retailer, David leads the Enterprise Spectrum team of expert analysts that provide state-of-the-art analytical and econometrics solutions to major corporations.
With over 20 years of leadership experience at Rapp Worldwide and Javelin, Tina has a proven track record of leading large relationship management teams that provide an extensive knowledge of direct marketing and CRM solutions across a wide range of business categories.
Michael and his team are the masterminds behind Javelin's solid reputation in the area of data-based marketing, the construction of dashboard interfaces, traditional permission marketing and application development that drive revenue-generating actions.
With more than 22 years of multinational marketing experience, agency management planning and strategy across three continents, RP deploys a vast battery of business, strategic and research tools, and skills and tools to generate sound business, marketing and branding strategies.
Recruiting and retaining the best and brightest talent is fundamental to the success of any agency, and Leigh and her team put this effort front and center for all Javelin offices. Leigh's group is also responsible for training, personnel development and ensuring efficient resource use across the Javelin network.
As part of the Fortune 500 Omnicom Group umbrella, Joyce and her team provide fiscal responsibility and diligent management of all Javelin finances. More importantly, clients frequently express their great satisfaction with the level of detail and accuracy maintained by Joyce's financial group.