Your Strategic CX Partner

We unlock true value at the intersection of commerce and customer experience.

For years ‘digital’, ‘ecommerce’, ‘online’ and ‘loyalty’ agencies have supplied a variety of product and services to the retail industry. Few sought to truly understand their client’s business or extend to all customer experience (CX) touchpoints.

At Arkade, we like to be different. We provide end-to-end consultancy and development services for retailers looking to define themselves in market through consistent, engaging and innovative customer experiences. We work with brands that truly value exceptional, measurable, and customer first experiences that foster loyalty and genuine advocacy.

Based in the heart of the Melbourne CBD retail district, we unlock value at the intersection of commerce and user experience. Your customer should experience your brand as one seamless entity. We help to guide and delight them on this journey through the expertise of our team of in house CX strategists, designers, developers and project managers.

CX Strategy & Consultancy Services

Our team of strategists and solutions designers work with brands to uncover and define customer experience goals and opportunities with the end customer at the forefront of every interaction.

To do this, we work across six phases:

Orientation

Gain a mutual understanding and appraisal of each other’s businesses including capabilities, values, expertise, services and team members. This will result in confidence of a mutually beneficial partnership, and establish an understanding of what’s next and how it will be specifically valuable.

Goal Setting

During this phase we will work closely with you to explore and articulate clearly your business’ current most highly valued goals. We explore, uncover and clearly articulate your goals to truly understand and define the value each will deliver to your customers and your business, and how these will be measured. These will act as the ‘north star’ for all downstream decision making and planning.

Customer Discovery

After uncovering your goals, we deep dive into the following areas to truly understand your customers, and provide a basis to inform and validate all future initiatives against:

    • Customer Segments & Drivers
    • Core Customer Mindsets
    • Customer Segment Lifecycles/Journeys
    • Customer Value Measurement.

This will involve analysis across primary and secondary, qualitative and quantitative sources using appropriate lean CX research techniques. 

Platform Discovery

Gain an understanding of your existing CX platform and what technologies may be required to achieve your goals and guide initiative design. Identify opportunities and limitations for improved business processes, platforms and systems though the documented overview of your existing and future CX platforms.

Roadmap of Initiatives

Using your defined goals, understanding of value, customer and platform discovery outcomes, we take into account current financial and strategic realities to set a roadmap of initiatives to deliver against your goals. This is a living document and a container in which all initiatives undertaken focus squarely on achieving the agreed goals over a period of time or investment.

Goal Check In

As your organisation’s circumstances change constantly so too your goals need to be refined/reviewed to remain relevant, so a variation of the Goal Setting process is recommended to be repeated at regular intervals.

eCommerce & mCommerce

eCommerce and mCommerce are on the rise globally and outpacing retail’s overall growth percentage year on year. Customers are increasingly choosing to shop online and as trust and mobile usage continue to grow, so too does the mobile customer, transacting online and on the go.

Online stores are no longer a nice to have. They are imperative to a retailer’s success and a linchpin in every business’ customer experience strategy. And with 72% of Australians now engaging in mobile commerce and a growth rate of 46% year on year* for purchasing on a mobile device, an equally well implemented mobile experience is also a must for any retail business.

We’re one of just a handful of Shopify Plus Partners in the APAC region, providing our clients with high performing, integrated and innovative eCommerce sites. Shopify offers a fully hosted, lightweight and completely customisable website platform for businesses looking to scale quickly and offer a frictionless experience for their customers.

We’ve also worked with a number of other platforms such as Magento, as well as entire ecosystems of integrations into eCommerce and mCommerce platforms, across loyalty, communications, distribution and POS to create fully connected, simplified CX systems.

*PayPal’s mCommerce Index 2017

Loyalty

Loyalty comes from a great customer experience, not a card with points on it. It should be a series of interactions that are frictionless and valuable for both your business and the customer to create ongoing advocacy.

Businesses without a loyalty strategy are missing out on a huge opportunity. Approximately 72% of people agree that, all things equal, they would buy from a business with a ‘loyalty program’ over one without. And almost 70% purchase more frequently and spend more with brands with a loyalty program*. This makes incentive programs a no brainer for any business looking to improve frequency and gain a higher ATV.

Your loyalty offering shouldn’t feel like an optional add on to the brand service — instead it should be an integral part of the brand itself. It should be a well crafted and customised series of convenience, experiential and financial benefits that your customers identify as valuable and places your brand above your competitors.

We partner with Omneo, a Customer Data Platform and CX Suite. Using the platform, we design programs that are unique and engaging . We deliver personalised experiences as your customers move between 6 key lifecycle stages; onboarding, active, premium, purchasing, lapsing and inactive.

Just don’t call it a loyalty program. Find out why here…

*The Neilsen Global Loyalty-Sentiment Survey, 2016

Apps

Research conducted by PayPal shows that nearly three quarters (72%) of Australian consumers now engage in mobile commerce. And more than half (56%) would pay in-app if it provided an ‘easier and better’ experience than the company’s website. Yet 40% of businesses don’t yet have a mobile optimised eCommerce site or native app* leaving a huge gap (and opportunity for more sales) in their overall customer experience.

Apps should be designed ultimately to provide convenience for the customer and almost indistinguishable shopping and brand interactions. It’s a portable and always accessible shopfront in their pocket. It allows your customer to update their profile information and communication status, view their loyalty status, browse curated product selections, add products to their wishlist, book services, and ultimately make a frictionless purchase.

*The Power Retail 2018 eCommerce Leader’s Playbook, www.powerretail.com.au 

Communications

Communication with customers has come a long way since the days of newsletter subscriptions and bulk send emails. We can now communicate with customers with relevance and personalisation via email, SMS, and push notifications.

Developing and executing a plan to target customers at an individual level takes time, but the value it provides to all parties is immeasurable. Trigger emails are timed to interactions and status with targeted information and calls to action. SMS notifications send relevant offers. And targeted push notifications can be sent to segments with geo-targeting and in-store beacons all offering powerful tools. When executed well, they lead to highly engaged, loyal customers. When done badly however, they can damage your brand fundamentally.

We assist our clients to map customer journeys and interactions to define a clear and consistent path toward positive relationships, engaged customers and increased spend with their brand. We look beyond tactics to the build the underlying CX strategy and work with our clients to refine and optimise each interaction over time to create mutually valuable relationships.

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