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2004 - 2004
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Company: Ogilvy Interactive, London
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Ogilvy One & Ogilvy Interactive customer experience
I created a tool that mapped digital user experience to the Ogilvy One Customer Ownership Model. This model covers the full lifecycle experience from suspect, to prospect, to customer, to bonded customer and lapsed customer. It highlights moments when cross media support is required and outlines the customer journey through media and lifecycle phases.
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It may be used to create creative strategy, as a competitor analysis tool or as a way to win new business or grow existing business.
It may be used to analyse one or many clients, one or many target audiences across the full lifecycle or just parts of it.
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British Telecom: acquisition and retention email programmes
Introduced a new system for email-to-site integration. Best practices and usability principles were created for a branded BT experience in email that spoke to different audiences with different profiles in varying stages of product and service consideration.
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The emails are designed to deep link customers into various customer journeys in the site entering them into an accelerated path to purchase.
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Ocado (Waitrose online grocery store)
Ogilvy held the Ocado online groceries account ATL. Ogilvy, Ogilvy One and Ogilvy Interactive came together with a business development proposal to own the full customer relationship for Ocado across all media. I was responsible for the input from Ogilvy Interactive. Various briefs are in the pipeline because of this proposal.
url: www.ocado.com
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American Express Merchant Services (Europe)
As part of the merchant services retension programme we needed to drive traffic to self service spaces on the site to reduce costs for Amex. For this we created a new user journey on the site, revamped page design and sign up processes. We also made recommendations for the use of direct mail and email to create awareness and drive traffic to sign up. This piece of work is not yet live. Roll out will be for all European markets
url: www.americanexpress.co.uk
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To get in touch:
Email
info@jh-01.com
Landline
+27 11 339 2679
Mobile number
+27 722 605 478
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ogilvy interactive - london