|By Business Wire||
|July 17, 2014 05:44 AM EDT||
Marketers are continuing to shift their focus to better understand the “consumer journey” in order to increase brand visibility and sales. Yet many businesses do not consider consumer needs and all the engagement touch points until they detect a breakdown that threatens both sales and brand image. To mitigate this issue, MaxMedia, an all-inclusive consumer engagement agency focused on delivering a unified, consumer-centric brand experience across multiple platforms, today introduces You&Me — an advanced philosophy dedicated to inspiring marketers to rethink how they engage with consumers and view the “consumer journey.”
You&Me encourages marketers to share control with their consumers throughout the entire experience in order to build brand loyalty and eliminate friction points. MaxMedia devised this concept while speaking about customer experience at a conference and said, “It’s not about B2B or B2C – it’s about You&Me.”
“What we need to do as a collective is stop assuming things and really get down to talking to consumers,” said Chuck Job, MaxMedia’s director of experience design.
The You&Me philosophy dives into a brand’s DNA, defines the experience, understands consumers’ needs and actions, identifies insights and defines key characteristics that should be present throughout the entire experience – ultimately providing marketers with vital insight. You&Me also identifies the various phases of a consumer’s journey and uncovers hidden friction points in the brand experience, providing marketers an opportunity to re-align them before they inflict further damage on the relationship. To do this, You&Me integrates market research – what people say – and consumer experience research – what people do – to develop deep, focused insight and solutions for the lifecycle of a consumer’s journey. For this reason, MaxMedia places high value on ethnographic research.
“Consumers require marketers to connect with them as if they know them on a personal level. And, in today’s world, where every consumer complaint can be spotlighted on the Internet, brands must be mindful of each touch point to ensure consumers can glide smoothly between the online and offline worlds,” said Keehln Wheeler, chief executive officer and president, MaxMedia. “You&Me was created out of the notion that the consumer journey should focus on the more intimate and granular level of You&Me — the interaction between a brand and a consumer.”
MaxMedia is supporting the introduction of the You&Me philosophy by reorganizing its traditional digital agency structure into a model where consumer experience is the catalyst. To create the optimal consumer journey from beginning to end, MaxMedia has invested in new talent with skills that merge traditional creative and technology with design and user experience.
“We are in an era of the empowered consumer and therefore, it’s important for marketers like us to be equipped with the right team of people to help manage this ever-changing catalyst in order to deliver a seamless consumer experience,” says Chuck Job, Experience Design Director. “We’re excited to place MaxMedia’s You&Me philosophy into our thinking as it will help us to develop a strategy around honing in on what our brand means in the mind of a consumer…this is a crucial element for driving brand loyalty.”
MaxMedia will also provide various tools and resources for like-minded marketing executives and key decision makers, including: Skype and Twitter chats, as well as a branded YouTube channel. The platforms will provide content covering a breadth of timely, prominent consumer experience topics. For more information on the You&Me philosophy, please visit http://www.maxmedia.com/about/ or watch this short video: https://www.youtube.com/watch?v=6lbkRCnn_4w.
Based in Atlanta, MaxMedia, is an all-inclusive consumer engagement agency dedicated to implanting a seamless experience for the consumer. MaxMedia integrates into its business a “You&Me” approach, dedicated to inspiring marketers to shift their mindset of the “consumer journey” process by placing consumers first/brand second to deliver an enhanced, meaningful experience. For more information please visit http://www.maxmedia.com/.