A Marketing Compass for Elevating Customer Experience

The MadAve Marketing Management team created a marketing plan with detailed strategies and tactics to provide the structure for State Bank’s marketing initiatives and internal processes. The plan also included a marketing budget and calendar to keep the client focused on meeting their goals.

We proposed creating a high-performance culture by implementing regular staff training, incentive programs, performance-based compensation plans and employee surveys. We also suggested sharing key performance information with all team members so they would understand how their performance impacts the company’s goals.

To enhance the customer experience State Bank delivers, we recommended visually appealing displays, a signature scent, simpler offices, employee training and a signature item such as a branded piece of chocolate to welcome customers. We suggested that they actively solicit testimonials and reviews to be used to gain new business and to learn of opportunities for improvement.

We noted that their caller experience could be improved by reinforcing the bank’s brand promise via professionally produced automated content.

To acquire new customers and cross-sell to existing clients, we recommended a direct mail campaign targeted at their ideal demographic.