Customer Engagement, Client Acquisition, and Retention Marketing

Stein & Associates is a consulting firm that helps you gain and retain customers, subscribers and members. Our 4-step process lays the foundation for successful and profitable acquisition and retention programs.

ONBOARD

Insight

Discovery and assessment of your customer or member experience. Define best practices, set a strategic course, and prepare to re-orient your organization.

DESIGN

Framework

Create structure, goals, benchmarks, key performance indicators (KPI’s) and marketing programs. Align your workflows and processes around the core premise of customer engagement.

DEPLOY

Launch

A disciplined deployment process ensures that your campaigns and programs run smoothly.

INNOVATE

Refinement

Ongoing responsiveness to your customer experience. Refresh and realign marketing strategies and tactics, both externally and internally.

Onboard

Discovery and assessment of your customer or member experience. Define best practices, set a strategic course, and prepare to re-orient your organization.

pencilicon2Design

Create structure, goals, benchmarks, key performance indicators (KPI’s) and marketing programs. Align your workflows and processes around the core premise of customer engagement.

Deploy

A disciplined deployment process ensures that your campaigns and programs run smoothly.

Innovate

Ongoing responsiveness to your customer experience. Refresh and realign marketing strategies and tactics, both externally and internally.

What We Do

  • Bring you the kind of customer/member you want — and ensure that they remain yours.

  • Work closely with you to design and implement effective retention marketing strategies and a supportive internal alignment.

  • Create lifecycle marketing strategies that focus on driving your revenue, as the end-result of best-practice acquisition and retention.

  • Custom-design your strategic membership programs to create unique engagement-building opportunities at every lifecycle touchpoint.

  • Fast-track your key initiatives and accelerate your results — enhancing your success AND your revenue.

 

Our Services

Grow the loyalty important to your business.

1

Customer Insight

What makes your customers or members happy? What frustrates them? What unmet needs do they have? What makes them leave for a competitor? We uncover game-changing insights that will drive you forward.

  • Qualitative Research
  • In-Depth Customer/Member Interviews
  • Survey Design & Analysis

2

Experience Engineering

Great experiences don’t just happen on their own. They are carefully planned, taking into consideration every customer touchpoint. We analyze your current experience, amplify its strengths and redress its weaknesses, and then help you to stand out.

  • Customer/Member Experience Audits
  • Touchpoint Mapping
  • End-to-End Experience Design
  • Mystery Shopping
  • Operations Improvement

3

Simplification

Be easy to engage with. We simplify complexities, eliminate redundancies and close deadends. From marketing to sales conversions to touchpoints to workflow processes, we can streamline it.

  • Communications Simplification
  • Business Process Streamline
  • Content and Creative Presentation

4

Workplace Improvement

Happy, satisfied employees are brand ambassadors who drive repeat business and satisfaction. You need buy-in from your internal stakeholders. We identify the triggers to empower your work-force.

  • Employee Experience Audits
  • Feedback Solicitation
  • Infrastructure Assessments
  • Workplace Tools Enhancement

5

Performance Measurement

How and what you measure can have an enormous influence on employees and their interactions with customers/members. We help you to avoid common mistakes, so your metrics support your targets and objectives.

  • Metrics and Dashboard Design
  • Listening Post Setup
  • Quality Assurance Programs
  • Reward/Recognition Programs

6

Transformation

If you’re looking for a fast start, we can deliver an “Aha! moment” to your organization, sharing the principles and power of engagement and retention marketing.

  • Keynote Speeches
  • Half- and Full-Day Workshops
  • Executive Education
  • Webinars

Our Methods Work For:

Organizations desiring to generate engagement, sustain loyalty and increase subscription revenue, single buyers and donations.

Performing Arts

Theatres and Music

Media

Newspapers, Magazines, Radio, Television, Cinema Houses

Culture

Museums, Gardens, Fitness Clubs, and more

Automotive

Dealerships, Service Shops

Associations

Bar, Alumni, Trade, Non-Profits

Hospitality

Hotels, Casinos, Bed & Breakfast, Doggy Day Care

Clients

  • member Carole has been a tremendous asset to our organization. As a consultant, she was able to provide strategic guidance as well as the hands-on management that was necessary to move the needle on the project. She is able to simplify complex information and translate in to an action plan, as well as communicate effectively with all levels of leadership.

    Margo Coble

    Vice President, Advance Local
  • member Carole's leadership, experience, and technical skills drove results on a key marketing/membership program for my Company. I recommend Carole without reservation.

    Shane Boel

    Director of Audience & Membership Development, The Frederick News-Post
  • member Carole successfully implemented acquisition strategies to grow circulation at TBC. She recommended vendors that cost-effectively increased volume, improved our direct mail & email campaigns, and identified a strategy to assist us with our membership model. Carole worked side by side with circulation staff, technology, marketing and the executive team to implement best practices and upgrade the customer experience while never losing momentum. Her drive and energy are contagious and her experience and knowledge in circulation and marketing is invaluable. I look forward to working with Carole again.

    Michelle Chantry

    VP/CFO, The Bakersfield Californian Media Group
  • member We engaged Stein & Associates to help with a transition between Audience Development Managers and to benchmark our retention / reader engagement efforts. They had a tremendous impact on our operations. As the principal, Carole brought enthusiasm and structure to every conversation while staying focused on impact. She has a tremendous amount of industry knowledge and is well informed on best practices. The retention curriculum we developed together had an immediate impact on retention and a quick return on investment. She was quick to establish positive working relationships with circulation, IT, marketing and online content staff that were involved in the project.

    Troy Niday

    Chief Operations Officer at Sonoma Media Investments
  • member Carole helped us revitalize and integrate our sales and marketing programs to achieve consistency and results in higher retaining sales channels. Her strategic approach and tactical savvy exceeded my expectations. I would highly endorse Carole's services to any Circulation Audience Sales and Marketing projects.

    Hugh Hirata

    Consumer Marketing & Local Sales Manager at the Kitsap Sun