Customer Experience & Advocacy

Focusing on just finding and engaging new customers is a mistake. At Velo, we believe that retaining and cross-selling to existing customers is an exceptional engine for growth. When executed brilliantly, it can build an audience of advocates who recommend your business and find new customers on your behalf. 

Delivering customer value throughout their lifecycle through consistent, considered and regular communications is essential to achieving this customer utopia.

Look after your customers well and they will look after you in return.

Optimising your customer experience across the lifecycle is where we come in. After mapping touchpoints and assessing effectiveness, our team crafts communications that influence across the full customer journey through prospect, onboarding, adoption, expand and renew, accelerating time to value, supporting customer success and building brand loyalty.

Our analysts build in measurement to track performance and effectiveness of all major customer touchpoints, establishing data-driven KPIs to identify problem areas and provide the guidance to signpost corrective action before problems escalate. Alongside this, we help your form closer relationships that provide avenues for additional insight to shape product roadmaps, refine your marketing and improve your offering.

Customer stories are one of the most powerful marketing techniques, providing authenticity, credibility and evidence. The best customer stories emphasise your competitive advantage and are told in engaging ways using different formats. They should be part of a program where participating customers enjoy the process and are compelled to turn into advocates recommending your business to others.

 

Our services:

  • CX audits and mapping
  • Customer satisfaction and loyalty schemes
  • Customer success story creation
  • Advocacy program planning and activation
  • Content planning and creating
  • Renewal programs and customer engagement programs using ABM and campaigns
  • Channel management

Case study - JLL

Developing a new site for the real estate giant

Thanks to our UI and UX expertise, we’re JLL’s preferred development partner to lead front-end projects. Coding using React.js, our team work as an extension of JLL’s international network of stakeholders to drive a roadmap of improvements.

View case study
Ask an expert [x] Close

    Talk to an expert

    If you prefer, rather than reading this site looking for answers, just fill in your contact details below and one of our experts will be in touch.

    Alternatively, just use our contact form if you have a brief you need help with and we will take a look.

    Fields are mandatory*

    By submitting this form, you agree to our Terms and Conditions, along with our Privacy and Cookie Policy.

    This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

    Don’t worry; we promise that we won’t bombard your inbox with emails. Instead, we’ll only contact you with information that we genuinely feel is of interest. We also promise that won’t ever share your details with any 3rd party. If you’d like to find out more, please check out our Privacy Policy.