Our Secrets | Latcha

01. CX
Matters

We believe that brands must fully embrace great Customer Experience (CX) as part of their identity. A positive customer experience creates delight, increases loyalty and results in greater share of wallet. But the reality is that many CX teams fail to deliver on customer expectations. Even more fail to track the right KPIs to measure ROI. Latcha has been providing expertise and guidance for over 25 years to assist companies in creating and demonstrating the benefits of outstanding CX.

02. Find
Opportunities

Defining the various journey paths for your customers is the first step in understanding their behavior and affecting the outcomes. With research and validation, we identify the quintessential customer interactions (moments that matter) that endear customers to your brand and your products. We also find the gaps in the journey and implement tactics for recovery actions so customers stay engaged in the journey, rather than veer off.

04. Blend
AI + HI

The intersection of Artificial Intelligence and Human Intelligence is where the “magic” happens. This starts with ensuring appropriate tracking is in place, to enable standard reporting – but that isn’t enough. We combine the AI built into our reporting platforms with our own intelligence to deliver actionable insights.

03. Activate,
Don’t Stagnate

If your tech stack isn’t fully utilized, you’re not alone. We see it again and again. A huge financial investment is made, countless hours of resource time are spent, consultants are hired and gone, and you have no way to activate. Latcha can help. With deep experience with Salesforce and Adobe campaign platforms, we will have your tech stack delivering the ROI your management is looking for. And if you don’t have Adobe or Salesforce automation, we have partners to supply the platform you need at a fraction of the cost of the bigger solutions.

06. Predict
Behaviors

In contrast to our competitive agency brethren, we believe that subject matter expertise, data quality, and careful data preparation have a greater impact on the quality of predictive models than the brand of software. Our data work is not off-the-shelf; it’s carefully crafted for each client, resulting in higher engagement and higher ROI.

Latcha data scientists use advanced statistical and AI methodologies to create models for predictive/next-best action marketing and segmentation that allows the right personalized content to be delivered at the right time.

05. Always
Improve

The entire customer experience can be optimized by implementing recommendations and tests backed by data. We identify the engagement and personalization opportunities – including potential new solutions with proof-of-concept development – and the technologies to be used.

07. Data
Don'ts

Don’t expect your data to be clean. It is a messy part of the business, which means it requires ongoing attention and cleansing.

Don’t be misled by companies who claim that they hold the secret sauce (lifestyle and psychographic data) for predictive behavior. In most industries, that only serves to provide content insight and has nothing to do with purchase or loyalty behavior.

Don’t give up control of your data. With new privacy laws, zero-party and first-party data has become king. The data enhancement landscape is continually changing, and new players continue to emerge. Owning your data gives you control to stay ahead of the right data solutions for your business.

7 SECRETS

YOUR
SUCCESS

01.

CX
Matters

02.

Find
Opportunities

04.

Blend
AI + HI

03.

Activate,
Don’t Stagnate

06.

Predict
Behaviors

05.

Always
Improve

07.

Data
Don'ts

FEEL

ACT

DATA-DRIVEN

INNOVATIVE TECHNOLOGY

CUSTOMER-CENTRIC

SPEAK

HEAR

SEE

THINK