Focus around customer engagement
Design compelling customer propositions that keep audiences engaged and coming back for more.
Move beyond focusing only on your acquisition measures. Focus on what drives engagement so that you create an always-useful relationship with customers, and build your proposition and experience around that.
Build a core set of customer insights, not just facts, that you design around. Prioritise the ones that give you the competitive edge, allow you to differentiate on content, and win on experience.
In building memorable experiences for your customers, look beyond your industry. Identify best in class delivery against needs. Don’t limit your benchmarking to just competitors.