”Roki created a book lover's responsive shopping experience that built brand equityGuardian
To be able to talk directly to Reed’s customers effectively, we needed to know what drives them and what influences their buying decisions.
Running a series of personas workshops that segmented the target audience, outlining common motivations and concerns in order to create messaging that resonated emotionally and a site architecture that was elegant. Using personalisation, We were able to create user journeys that were highly relevant to each persona, increasing engagement and maximising conversion.
ROKi worked closely with the business and technology stakeholders to really refine the scope of the project and to undertake a large planning exercise to give the business a view of what was achievable and most importantly when it was achievable.
A multi phased plan which focussed on delivering incremental value through a series of releases that would enhance and develop a dashboard that gave line managers the control and flexibility to report on staff performance across a number of key define metrics. The single goal was to drive better customer experience.
A huge project driven push customer trust and experience to new levels and sustain excellence in all they do. There is an ongoing drive and determination with Customer Care to push harder and invest in the right strategy and deliver core technologies to realise this ambition.