Marketing Strategy & Planning
Objectives, plans, channel roles and measures the whole team can follow.
Marketing & Strategy
Marketing, Brand & Customer Experience Audits
An honest look at how your brand and marketing really perform.
We review your brand, campaigns, channels and customer experience from the customer's side, and say plainly what works, what does not and what to fix first.
Who it is for
- Before a rebrand, to decide what to keep
- Marketing spend grows and results do not
- You are changing agencies or building an in-house team
- Branches or channels give customers different experiences
- Customers describe the brand differently from how the company sees it
How we work
- 01
Agree the scope
Which areas, channels, branches and periods the audit covers, and what you want to decide afterwards.
- 02
Collect
Your brand material, campaigns, channel data and results, plus visits or test purchases where the scope includes mystery shopping.
- 03
Review
We compare what we find with competitors, customer expectations and your goals.
- 04
Prioritise
We present the findings and agree with you what to fix first, what can wait and what to stop.
What we need from you
- Brand guidelines and current marketing material
- View access to ad accounts, analytics and social media accounts
- Campaign results for the period under review
- The branches or touchpoints to evaluate, if mystery shopping is included
Not included in this service
- A new marketing plan built from the findings Available as its own service
- Repositioning or rebuilding the brand Available as its own service
- Deeper or periodic measurement of brand image with customers Available as its own service
- Running your social media day to day Available as its own service
Quantities, formats, timing and review rounds are set for each project and written into the scope before work starts.
What it covers
- Brand audit
- Market perception: how customers and the market see the brand today
- Campaign, channel and performance audit
- Customer experience and digital experience audit
- Social media audit
- Mystery shopping (customer-experience evaluation)
- Competitor brand review
What you receive
- Audit report with findings and the evidence behind them
- Priority list: quick fixes, deeper issues and what to stop
- Recommendations for the brand and marketing
- Mystery shopping findings per branch or channel, when included
What we work toward
A clear first list of what to fix. The audit shows where effort is lost; the fixes themselves are planned and run as separate work.
Questions before you decide
How does mystery shopping work?
A person acting as a regular customer visits, calls or messages your business, follows a checklist agreed with you, and records what happened: the welcome, waiting time, product knowledge, how the sale or enquiry is handled, and the follow-up. Branches, number of visits and the checklist are set per project.
Can we repeat the review after the fixes?
Yes, if it is agreed in the scope. Using the same checklist and measures as the first round shows what changed and what still needs work.
Will you audit work done by another agency?
Yes. We review the work, not the people, and we say what works as clearly as what does not.
Works well with
Social Media Management
Strategy, publishing, replies, monitoring and reports for your social accounts.
Brand Strategy & Positioning
Position, value proposition, brand architecture and rebrand direction.
Want a second opinion on your brand and marketing?
Share what you have today. We will tell you how we would review it.