MEMENTO – the brain of your brand

ARE YOU SURE THAT YOU APPEAR CONSISTENT TO YOUR CUSTOMERS?

If you are not addressing it, it impacts many of your customers.

AN “IT” WITH SEVERAL MOUTHS

Complex services industries have plenty internal services: debt recoveries, claims, on-boarding, order management… Each of these systems is speaking to the customers on its silo.

For the customer, those contacts are not isolated, they belong to a series of episodes that can happen simultaneously and that the brand seems to ignore.

MEMENTO THREE UNBELEIVABLE IDEAS

IT EXISTS

The brand behavior towards its customers does exist. So much so, that customers normally talk about it on human terms.

That behavior is crucial building the customers’ experience.

IT IS READABLE

It seems chaotic and yet it isn’t: it is the aggregated result of several systems, both internal and external, working at the same time.

It can be represented as a non-linear process model.

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IT CAN BE MANAGED BY THE BUSINESS AREAS

With an understandable model and the appropriate tools, it can be handed to the business areas for them to manage directly, without the need of technicians.

BBM –  (BRAND BEHAVIOR MANAGEMENT)

ONE SOFTWARE PLATFORM, 3 ADOPTION PHASES

1.- CONSCIENCE

Observe all messages sent to each customer and build-up their contexts.

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2.- MANNERS

Managing the messages to customers, tailoring each of them according to the customer’s context.

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3.- BEHAVIOR

The customer and his context are recognised in all channels. All processes are available in all channels. All messages are actionable in a click.

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