multi-channel :: interactive :: marketing :: channel :: mobile :: strategy :: Chicago :: Thought Motor - Ideas, activated.

For a regional hard goods retail chain, Thought Motor developed and implemented a multi-channel strategy to boost sales growth in a depressed industry. The company had enjoyed gains for several years as it expanded into new markets and products, but these could no longer support the same level of growth. Most company veterans had traditional sales and marketing backgrounds.

Working with a key client executive who was passionate about introducing change, Thought Motor

• Interviewed staff across functions and levels to identify gaps and opportunities in resources, training and culture
• Surveyed current and prospective customers to understand strengths and weaknesses in satisfaction, service and experience
• Assessed software and services that the client was licensing but not using to its benefit
• Identified and analyzed key performance metrics to prioritize products, media, and messaging
• Developed a new multi-channel process and materials that integrated the customer experience, from online and traditional media to phone and in-store sales interactions
• Coordinated with vendors to ensure that they adapted to support client goals, and identified new providers where needed
• Supported client in training, implementation and monitoring of results