CRM & Loyalty Studio

MMG experts understand customer wants and needs, enhancing the experience, driving efficiency, and creating personalized relationships with your brand. We create and implement dynamic  CRM programs that leverage data to optimize CX across every channel.  We transform your existing CRM into an integrated data-driven tool that elevates the customer experience.
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Our approach focuses on brand consistency while creating a personalized communication stream with your customers. Our experience runs deep, from platform implementation and integration through designing and organizing teams to ensure a dynamic CRM approach.  

Capturing and enriching data, and growing your marketable universe is critical to any successful CRM strategy.  We create multiple opportunities to better understand who your customers are. We create lead generation programs that capture data at every stage of the customer journey, ensuring consistent database growth. Blending a successful lead generation program with robust data enrichment enables you to not only grow your database but know who those customers are. We create programs that ensure great data quality or implement the necessary processes to build quality databases. The ability to have the best in class data capture along with great data quality is the foundation of a successful CRM Program. 

CRM programs are most effective when they leverage segmentation insights, iterative campaign strategies, and targeting & testing opportunities. Our strategies leverage data to ensure your program talks to your customers in the right channel, at the right time, and in the best voice, creating a powerful omnichannel program. We utilize predictive analytics and machine learning to optimize and adjust strategies as needed, having data lead the way. To “know your customers” seems like a singular and straightforward approach, but when it comes to knowing your customers in addressable media and digital channels, it is anything but. Viewing the entire customer journey is critical and must leverage any segmentation implemented by other areas in the organization, translating them to each channel and touchpoint.

We know the value of knowing your customer, their preferences, and the importance of brand consistency. We develop a strategy that enables consistency throughout your customers’ journey to ensure your message comes across clearly and respectfully. Personalization is not only necessary in messaging, but also in the overall experience. We develop programs that enable personalized messaging to current and past customers across every touchpoint, from awareness campaigns to post-conversion journeys. Through our data acquisition approach, we determine the optimal consumer conversation in the early stages of the journey. Using data, we help you understand the post-conversion sentiment, ensuring that the dialogue with customers is accurate and relevant. 

Good customer experience does not end with a simple conversion.  It is one step in a cycle that grows as customers continue to interact with your brand. The customer journey is circular and evolves from a purchase, and leads to advocacy and repeat purchase.  And all aspects apply to new and existing customers.  The ongoing conversation is complex and, if done well, creates loyal customers.  Loyalty can be more than simply a program that incentivizes customers with points and rewards.  If used properly, it can increase purchase frequency and be a tremendous tool for capturing extremely rich customer data, helping you better understand your customers' usage patterns and preferences.

MMG experts integrate your data and business goals to create loyalty programs that elevate the customer experience and increase return customers and frequency of purchase.

Creating the best customer experience journey isn't only about technology, branding, or marketing.  It's about the customer.  Creating a magical customer experience requires putting the customer in the middle of everything. It involves making holistic changes throughout their journey and keeping them in mind at every touchpoint.
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MMG experts have led world-class brands from various industries to develop end-to-end customer experience journeys. Our approach allows us to create a meaningful strategy that leverages data to truly understand your customers' wants and needs.