Business is simple. You provide a product or service, to solve someone's problem, and for that they pay you a fair price.
Simply put, success depends on the quality and quantity of your products and your customers.
At No Plan B, that's where we focus - the quality and quantity of your products and customers.
Beginning with your Unique Value Offering, and continuing through to Employee Engagement, Customer Experience and Social Media - No Plan B builds Business Strategies that simply work. They'll work for you and they'll work for your customers - the ones you have and the ones you'll get.
From the strategy, we help you design a plan that's bold, and attainable. And if you need help to make it all happen, well, we're here for that too.
We are No Plan B. You will find us light on buzzwords, and lighter on hype - heavy on action and heavier on results.
We want to help you solve your problem. Here's the thing - it's only a problem if you don't solve it.
Now, let's get to work.
At No Plan B we believe that while Customer Experience strategies are good, they can only be truly successful if they are the natural outcome of customer focused business strategies.
Whether you're a start-up with infinite choices to make about how you build and market your company, or an established business needing to evaluate one or more strategies in the face of new opportunities, No Plan B has the experience, expertise, and methodologies to ensure success.
We approach your business from the perspective of your customer, and ascertain if the infrastructure, policies and processes that have developed over time to manage your company, deliver the appropriate experience to your customers today.
We approach business strategy in this way for one very simple reason: your customers are your competitors' prospects. If you are not delivering an experience your customers want, they will find your competitor who will.
Most companies focus on the features and functions of their product or service. Unfortunately, this is not what their customers buy.
While a quality product or service is critical to your business, it is not the most important component. If the experience your customers have of your product, service and company is not significantly different than that of your competitors, the only way in which they can make the choice between you, is based on price.
At the heart of today's most successful companies is the commitment to the delivery of an experience. No Plan B has developed an innovative approach for the definition and execution of a Unique Customer Experience which is grounded on solid business fundamentals.
We evaluate your company from the perspective of your customer, and assess it on your ability to adopt an experience culture. Then we design a series of initiatives to ensure your customers will experience your product or service in a way they value, benefit from, and will want tell others about.
An effective Social Media Strategy connects every part of your organization with your customers. It will improve the quality of support, reduce product development cycles, lower marketing costs, and raise customer loyalty.
An ineffective Social Media strategy will frustrate your staff, disappoint your customers, and damage your brand.
At No Plan B, we consider a Social Media Strategy as being simply a commitment to connect with your customers, in ways that make sense to you, and them. Even so, while simple in description, without methodical planning and implementation, adoption in your company can be fraught with unforeseen challenges.
Traditional marketing techniques won't fly with today's social customer. Nor will support policies that serve to strengthen the walls between your staff and your customers, rather than remove them.
We help you make sense of the available tools, and provide a no nonsense way of determining which ones are appropriate in meeting your goals. We then work with your staff so they will quickly and easily integrate a Social Media approach into their daily jobs.
At No Plan B, we ensure you create a Social Media Strategy that fits your company and your customers - today, and tomorrow.
A thriving online community can be a powerful part of an effective Social Media strategy. It is a venue for conversations - conversations between customers, and between customers and you.
A thriving community is a bustling collection of transactions, opinions, and discussions. It is where information is shared rapidly, and acted on with urgency.
It is where you learn what your customers are thinking, saying, and feeling about your product or service. It is where you gain knowledge about what your customers want, and how you can give it to them.
It’s where you head off crisis, and celebrate success.
It is where you hold your company accountable.
Most importantly, a community is where you earn your customer’s trust and the privilege of doing business with them.
If this does not describe your online presence today, No Plan B can change that.
Our proven approach is comprised of three distinct phases:
- Strategy: An online community your company cannot support is worse than no community at all. We work with your team to create a social media strategy that your company will embrace. What are your community goals and objectives? What is the proper relationship of your community with other social media vehicles such as Facebook? In which department will ownership of the community fall? Who will be responsible for content creation? What is the appropriate employee participation model? These and many other questions are answered in this phase.
- Design and Planning: This phase ensures that, when launched, your community is so compelling and engaging that it's adoption by your customers is inevitable. The project plan, creative design, seed community approach, and initial content creation are some of the components covered by this phase.
- Launch: At No Plan B, we believe a successful launch is the inevitable consequence of the first two steps.
- Management, Evaluation, Action: A successful community is more like a garden than a statue. Keeping it alive, thriving and meeting your objectives requires a commitment to it's upkeep.
Rocket Science? - Not really. But like any part of business, the difference between excellence and mediocrity is detail - flawless execution of a plan, backed by expertise, experience and talent. There are many ways to create mediocre online communities, but for thriving communities that result in more engaged customers who will spend more with you, there is No Plan B.